Business Analyst

Responsibilities:

Collaborate with AI Engineers and Project Managers to understand and articulate the capabilities of current and future

contact center solutions.

Analyze and document business requirements for contact center teams, translating them into technical specifications

for low-code tool customization.

Provide support for tool utilization and engage in prompt engineering to ensure solutions are effectively customized

and aligned with business requirements

Configure AI-based applications, including support for Prompt Engineering and report analysis

Stay up-to-date with emerging trends in Generative AI and their potential applications in contact center environments

Develop and deliver compelling presentations and demonstrations of our solutions to various stakeholders, including

senior management and potential clients

Act as a liaison between technical teams, operations managers, and end-users to ensure solutions meet business needs

and operational metrics

Conduct training sessions and create documentation to support the adoption of new tools and processes

Monitor and report on the performance and impact of implemented solutions, suggesting improvements based on data-driven

insights

Leverage visualization tools and dashboards to represent data and insights

Promote our products internally, motivating staff and convincing consumers of their value

Requirements:

Bachelor's degree in Business Administration, Information Systems, or a related field

3+ years of experience in business analysis, preferably in a technology-driven environment

Excellent communication skills, both verbal and written, with the ability to present complex ideas to diverse audiences

Strong analytical and problem-solving skills

Proven ability with prompt engineering and generative AI tools and chatbots

Ability to quickly learn and adapt to new technologies and methodologies

Experience in project management and stakeholder engagement

Strong interpersonal skills with a talent for building relationships across various levels of an organization

Preferred Qualifications:

Experience working in or with contact centers

Understanding of key contact center metrics and operations management principles

Advanced skills in prompt engineering, including concepts such as zero-shot, few-shot, chain-of-thoughts, and others.

Previous experience as a product evangelist or in a similar role promoting technology solutions

Certification in business analysis (e.g., CBAP, PMI-PBA) or relevant project management certifications

Proficiency in data analysis and visualization tools (e.g., Excel, Power BI, Tableau)

Experience with agile methodologies

What Sets You Apart:

Passion for technology and its potential to transform business operations

Ability to think like an operations manager while communicating technical concepts

Enthusiasm for public speaking and giving presentations

Adaptability to work in a fast-paced, evolving technology landscape

Commitment to continuous learning and staying ahead of industry trends.