Business Systems Analyst

1 week ago


Malvern, Arkansas, United States iSoftTek Solutions Inc Full time
Job Summary

We are seeking a highly skilled Business Analyst to join our team at iSoftTek Solutions Inc. As a Business Analyst, you will play a key role in building modern Contact Center applications for our leading Financial Services customers.

Key Responsibilities:

  • Develop customer use cases, personas, scenarios, workflows, and functional requirements for a Conversation AI platform.
  • Collaborate with the Customer Experience and Contact Center teams to understand conversations during customer phone calls and chats.
  • Identify opportunities to optimize conversational workflows, suggest improvements, and identify self-service/bot automation opportunities to provide a better experience for end customers.
  • Articulate functional requirements using technology terms to development teams.
  • Document and present findings and recommendations to stakeholders.

Requirements:

  • Minimum of 5 years of Business Analyst experience with a technical background.
  • Knowledge of Contact Center technologies such as Genesys, Nice, Amazon Connect, Kore.AI, or other Conversational AI Platforms.
  • Technical background with a good understanding of cloud software development in Agile Scrums.
  • Experience working across time zones.
  • Ability to articulate functional requirements using technology terms to development teams.
  • Very good documentation and presentation skills.


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