AI Business Analyst

Job Summary

The Senior Business Analyst will support the design and implementation of an AI chatbot/AI agent solution for customer service. This role will translate business needs, customer service workflows, and SOPs from current information repositories into clearly defined requirements, intents, and use cases, while acting as a key liaison between business stakeholders, AI vendors, and technical teams to ensure successful delivery.

Major Responsibilities

• Elicit, analyze, and document business and functional requirements for AI chatbot use cases
• Develop user stories, acceptance criteria, and detailed requirement documentation
• Create current and future state process maps and identify automation opportunities
• Translate customer service SOPs into CJs (Customer Journeys), AI intents, conversation flows, and decision logic
• Define escalation paths, exception handling, and integration requirements
• Collaborate with AI vendors and internal technical teams to ensure accurate implementation
• Support solution design discussions and feasibility assessments
• Lead and support UAT planning, execution, and validation of chatbot responses
• Continuously refine intents and workflows based on pilot outcomes and analytics
• Engage and communicate with cross-functional stakeholders (Customer Service, IT, Product)

Education

• Bachelor's degree in Business, Information Systems, or a related field required
• Master's degree (MBA or equivalent) preferred

Work Experience

• 7+ years of experience as a Business Analyst
• Experience in Customer Service / Contact Center environments required
• Prior experience with AI chatbot or conversational AI implementations preferred
• Experience working with cross-functional teams and external vendors

Knowledge, Skills, and Abilities

• Strong understanding of customer service operations, workflows, and SOPs
• 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 (e.g., D365), SAP, and contact center platforms (e.g., Genesys)
• Strong analytical thinking and problem-solving skills
• Excellent communication and stakeholder management abilities
• Demonstratable Experience working in Agile / Scrum environments -JIRA, CONFLUENCE.
• Ability to translate complex business needs into clear, actionable requirements
• Preferred Qualifications
• Experience with AI platforms such as Kore.ai, Yellow.ai, Cognigy, or similar
• Exposure to LLMs, RAG architecture, or AI-driven automation frameworks
• Experience supporting pilot and MVP rollouts for digital or AI solutions
• Familiarity with data analysis and performance metrics (deflection, containment, CSAT)