Description

You will drive the requirement gathering and design processes for AI chatbot implementations.

Responsibilities

• Elicit, analyze, and document business and functional requirements for AI chatbot use cases.
• Develop user stories, acceptance criteria, and detailed requirement documentation.
• Translate customer service SOPs into customer journeys, AI intents, conversation flows, and decision logic.
• Create current and future state process maps to identify automation opportunities.
• Lead UAT planning, execution, and validation of chatbot responses.
• Collaborate with AI vendors and internal technical teams to ensure accurate implementation.

Required Skills

• 8+ years of experience as a Business Analyst.
• Proven experience in Customer Service or Contact Center environments.
• Strong understanding of customer service operations, workflows, and SOPs.
• Expertise in Agile and Scrum methodologies using JIRA and Confluence.
• Ability to create process maps, business requirements, and user stories.
• Familiarity with AI chatbot concepts including intents, utterances, and conversation design.
• Knowledge of integrations across CRM (D365), SAP, and contact center platforms (Genesys).
• Bachelor's degree in Business, Information Systems, or a related field.

Preferred Skills

• Experience with AI platforms such as Kore.ai, Yellow.ai, or Cognigy.
• Exposure to LLMs, RAG architecture, or AI-driven automation frameworks.
• Familiarity with performance metrics including deflection, containment, and CSAT.

Key Skills

Education

Bachelor's or Master's degrees