Information Technology Business Analyst

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

Overview

This range is provided by Brooksource. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range $50.00/hr - $60.00/hr

Direct message the job poster from Brooksource

Job title

IT & Engineering Workforce Strategist | Driving Tailored Talent Solutions & Client Success in Tech Staffing

IT Business Analyst

Details

Duration: 6-month contract with potential for extension or full-time conversion

W-2 only (no Corp-to-Corp or 1099)

Responsibilities

• Conduct in-depth technical and functional analysis for IVR, IVA Chat, and Call Center Desktop tools.
• Collaborate with cross-functional teams to gather business requirements and translate them into actionable technical specifications.
• Design and optimize CX features in voice and chat applications to elevate customer engagement.
• Apply AI, NLU, and NLP technologies to enhance communication tools and automate interactions.
• Create detailed documentation, including functional specs and implementation plans.
• Support testing, deployment, and continuous improvement of new features and enhancements.
• Provide ongoing analytical insights to drive performance and user satisfaction.

Qualifications & Skills

• 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 with the ability to bridge business and technical needs.
• Proficiency with Agile methodologies and project management tools.
• Strong verbal and written communication skills for clear stakeholder engagement.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.

Desired Qualifications

• Experience in telecommunications

Equal Employment Opportunity

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.