Job
Description
Role & responsibilities We are seeking a highly skilled and experienced Business Analyst with a strong background in channels, particularly within contact centre environments, to drive our digital transformation initiatives. This role is pivotal in identifying, analyzing, and defining requirements for automated solutions, with a keen focus on leveraging Artificial Intelligence (AI) and Machine Learning (ML) to enhance customer interactions and operational efficiency. The ideal candidate will bridge the gap between business needs and technical solutions, translating complex business problems into clear, actionable requirements for development teams. You will play a critical role in shaping the future of our customer channels, delivering innovative and scalable automation solutions. Key Responsibilities: Requirements Elicitation & Analysis: Lead and facilitate workshops, interviews, and other techniques to gather, analyze, and document comprehensive business requirements from stakeholders across various channels (e.g., contact centre, web, mobile, social). Contact Centre Automation Focus: Deep dive into contact centre operations, identifying pain points, inefficiencies, and opportunities for automation across voice, chat, email, and self-service channels. Digital Transformation Leadership: Contribute significantly to the strategic roadmap for digital transformation within channels, focusing on improving customer journeys and operational effectiveness through technology. AI/ML Solution Definition: Collaborate closely with AI/ML engineers and data scientists to define requirements for intelligent automation solutions, including chatbots, virtual assistants, predictive analytics, natural language processing (NLP), and machine learning models for routing, sentiment analysis, and personalization. Process Optimization: Analyze existing business processes, identify areas for improvement through automation, and design optimized future-state processes. User Story & Acceptance Criteria Development: Translate business requirements into detailed user stories with clear acceptance criteria for agile development teams. Stakeholder Management: Effectively communicate and manage expectations with diverse stakeholders, including business leaders, product owners, technology teams, and external vendors. Solution Evaluation & Validation: Support the evaluation of proposed solutions, conduct user acceptance testing (UAT), and ensure that delivered solutions meet business needs and quality standards. Market & Technology Research: Stay abreast of industry trends, emerging technologies, and best practices in contact centre automation, AI/ML, and digital transformation. Impact Assessment: Analyze the potential impact of changes on existing systems, processes, and customer experiences. Required Skills & Experience: Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field. 5+ years of experience as a Business Analyst, with a strong focus on channels and digital transformation initiatives. Proven experience in contact centre automation projects, including defining requirements for IVR, chat bots, virtual assistants, and other intelligent self-service solutions. Demonstrable experience in projects involving AI/ML automation, with an understanding of how AI/ML can be applied to solve business problems in a contact centre or channel context (e.g., NLP, machine learning for customer routing, sentiment analysis). Excellent understanding of the full software development lifecycle (SDLC) and experience working in Agile/Scrum environments. Strong analytical, problem-solving, and critical thinking skills. Exceptional communication (written and verbal) and interpersonal skills, with the ability to articulate complex technical concepts to non-technical stakeholders. Proficiency in creating clear and concise documentation, including business requirements documents (BRDs), functional specifications, user stories, and process flows. Experience with process mapping tools (e.g., Visio, Lucidchart) and requirements management tools (e.g., JIRA, Confluence, Azure DevOps). Ability to work independently and collaboratively in a fast-paced, dynamic environment.
