CX & AI Business Analyst - Voice & Chat Tech

Brooksource; Charlotte (NC); On-site; USD 68,880 - 82,656; Full time

Job summary

A leading talent solutions provider is seeking an IT Business Analyst to conduct technical analysis and enhance customer engagement through voice and chat applications. The role includes collaborating with teams to gather requirements, applying AI technologies, and creating documentation. Candidates must have proven experience in CX design or AI domains and possess strong analytical skills. This is a 6-month contract position based in Charlotte, North Carolina.

Qualifications

• Proven experience as a Business Analyst in CX Design or AI/NLU/NLP domains.
• Strong understanding of voice/chat applications in customer service environments.
• Excellent analytical and problem-solving skills.

Responsibilities

• Conduct in-depth technical and functional analysis for IVR and chat tools.
• Collaborate with teams to gather business requirements.
• Design and optimize CX features in voice and chat applications.
• Apply AI technologies to enhance communication tools.
• Create detailed documentation and implementation plans.
• Support testing and deployment of new features.
• Provide ongoing analytical insights for performance.

Skills

Business Analyst experience in CX Design or AI/NLU/NLP domains

Understanding of voice/chat applications

Analytical and problem-solving skills

Proficiency with Agile methodologies

Strong communication skills

Ability to work independently and collaboratively

Job description

A leading talent solutions provider is seeking an IT Business Analyst to conduct technical analysis and enhance customer engagement through voice and chat applications. The role includes collaborating with teams to gather requirements, applying AI technologies, and creating documentation. Candidates must have proven experience in CX design or AI domains and possess strong analytical skills. This is a 6-month contract position based in Charlotte, North Carolina.