Business Analyst

Role Overview

We are seeking a highly skilled Business Analyst to support a large-scale Contact Center Transformation Program. The ideal candidate will have strong expertise in designing and implementing chat journeys (mobile & web) and proven experience in deploying AI/Gen-AI powered voicebots and chatbots. The candidate should bring hands-on experience with industry-leading conversational AI platforms such as RASA, Google Dialogflow, PolyAI, Sierra, or Dyna.

Key Responsibilities

Requirements Gathering & Analysis: Engage with business stakeholders, operations, and technology teams to capture functional and technical requirements for conversational AI initiatives.

Conversational AI Implementation: Translate business requirements into bot design, intents, entities, and dialogue flows for voicebot and chatbot platforms.

Stakeholder Collaboration: Act as a liaison between business users, developers, and product owners to ensure requirements are accurately captured and implemented.

Platform Expertise: Configure, test, and validate conversational AI workflows on RASA, Google Dialogflow, PolyAI, Sierra, or Dyna.

Quality Assurance: Support UAT, validate conversational flows, and recommend improvements based on testing outcomes and CX feedback.

Data-Driven Insights: Leverage analytics to monitor bot performance (containment rates, escalation trends, CSAT), and propose enhancements.

Documentation & Governance: Prepare BRDs, FRDs, process flow documents, user stories, and maintain traceability for requirements.

Must-Have Skills

Strong 10+ years of experience as a Business Analyst in contact center transformation or digital CX programs.

Proven track record in designing and implementing chat journeys for mobile and web platforms.

Hands-on implementation experience with AI/Gen-AI voicebots and chatbots.

Proficiency in one or more conversational AI platforms:

RASA

Google Dialogflow

PolyAI

Sierra

Dyna

Solid understanding of NLP/NLU concepts, conversational design principles, and bot lifecycle management.

Strong stakeholder management, requirement documentation, and user story creation skills.

Familiarity with Agile/Scrum delivery models.

Good-to-Have Skills

Experience with relationship management tools like WhatsApp Business API.

Familiarity with contact center platforms like Genesys Cloud.

Understanding of analytics tools to measure chatbot performance.

Knowledge of integration with CRMs, ticketing, or knowledge management systems.

Exposure to analytics tools for chatbot/voicebot performance tracking.

Understanding of Gen-AI advancements in conversational AI (LLMs, transformer models, etc.).

Qualifications

Bachelor’s or master’s degree in computer science, IT, Business, or related field.