Required Qualifications

• 3+ years of Business Analyst experience supporting customer-facing technology solutions.
• Experience working with IVR, Conversational AI, chatbot, voicebot, contact center, or customer experience platforms.
• Strong requirements gathering, documentation, and stakeholder management skills.
• Experience creating user stories, process flows, journey maps, and functional specifications.
• Understanding of customer experience (CX) principles and self-service technologies.
• Experience working within Agile/Scrum environments.
• Excellent communication and collaboration skills.

Preferred Qualifications

• Experience supporting Conversational AI platforms such as Amazon Lex, Dialogflow, NLX, IBM Watson Assistant, Microsoft Bot Framework, Rasa, or similar technologies.
• Exposure to Generative AI, Large Language Models (LLMs), AI Assistants, and intelligent automation initiatives.
• Familiarity with Natural Language Processing (NLP) concepts, including intent recognition, entity extraction, sentiment analysis, and conversational design.
• Experience supporting contact center technologies, IVR modernization, or customer service transformation programs.
• Exposure to AWS, Azure, or Google Cloud environments.
• Basic understanding of chatbot analytics, conversational performance metrics, and AI model evaluation.

Technical Environment

• Conversational AI Platforms
• IVR Technologies
• Generative AI / LLM Solutions
• Customer Experience (CX) Platforms
• Natural Language Processing (NLP)
• Jira / Confluence
• Agile / Scrum Methodologies
• AWS, Azure, or Google Cloud Environments