Business Analyst - IVR Chatbot

Insight Global (United States); Stamford (CT); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Insight Global is hiring a Technical Business Analyst to support a high-visibility AI/chat messaging and digital customer experience team in Stamford, CT. The role sits between business and technical teams to translate customer and product needs into development-ready requirements, driving solutions from discovery through testing and launch.

Key qualifications include 3+ years as a BA/Tech BA, strong requirements gathering, user stories, BRDs/FRDs, and process flows, plus Agile/Scrum experience

Qualifications

• 3+ years of Business Analyst/Technical Business Analyst experience.
• Strong requirements gathering, user stories, acceptance criteria, BRDs/FRDs, and process flows.
• Agile/Scrum experience with Jira and Confluence.
• Experience with UAT, functional testing, and production validation.
• Background supporting digital products, customer journeys, self-service, chat, CRM, AI, or automation.
• Experience working with APIs, integrations, backend systems, authentication, or technical dependencies.
• Ability to partner across Product, Engineering, Architecture, Analytics, and business teams.

Responsibilities

• Sit between business and technical teams to translate needs into development-ready requirements.
• Help drive digital solutions from discovery through testing and launch.
• Collaborate with Product, Engineering, Architecture, Analytics, and business teams.

Skills

Requirements gathering

User stories

Acceptance criteria

BRDs/FRDs

Process flows

UAT

Functional testing

Production validation

APIs integration

Collaboration with teams

Tools

Jira

Confluence

Job description

Business Analyst – AI / Conversational Technology

Stamford, CT | Hybrid, 4 days onsite

Contract through EOY with probable extension

Insight Global is hiring a Technical Business Analyst to support a high-visibility AI/chat messaging and digital customer experience team for a leading telecommunications company.

We’re looking for someone who can sit between the business and technical teams, translate customer and product needs into development-ready requirements, and help drive digital solutions from discovery through testing and launch.

What we’re looking for:

• 3+ years of Business Analyst/Technical Business Analyst experience
• Strong requirements gathering, user stories, acceptance criteria, BRDs/FRDs, and process flows
• Agile/Scrum experience with Jira and Confluence
• Experience with UAT, functional testing, and production validation
• Background supporting digital products, customer journeys, self-service, chat, CRM, AI, or automation
• Experience working with APIs, integrations, backend systems, authentication, or technical dependencies
• Ability to partner across Product, Engineering, Architecture, Analytics, and business teams

Huge plus if you’ve worked with:

• Conversational AI or chatbot platforms
• Generative AI, agentic AI, LLMs, or intelligent automation
• RPA/automation platforms such as UiPath, Power Automate, or Copilot Studio
• Digital customer journey metrics such as deflection, containment, conversion, and transfers
• Telecommunications or digital customer servicing
• The ideal candidate is not necessarily an AI developer. We’re looking for a strong BA who understands technical systems, can work effectively with engineering teams, and has exposure to AI, automation, or customer-facing digital technology.