Senior AI Chatbot Solutions Analyst

Techgene Solutions; Northbrook (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

A technology consulting firm in Northbrook seeks a Senior Business Analyst to support AI chatbot implementation for customer service. This role involves translating business needs and workflows into requirements, and liaising between stakeholders and technical teams. Key responsibilities include documenting business requirements, developing process maps, and ensuring collaboration with AI vendors. Candidates should have 7+ years of experience, strong analytical and communication skills, and a background in customer service environments. A bachelor's degree in a relevant field is required, with a master's preferred.

Qualifications

• 7+ years of experience as a Business Analyst.
• Experience in Customer Service / Contact Center environments.
• Prior experience with AI chatbot implementations preferred.

Responsibilities

• Elicit and document business and functional requirements for AI chatbot.
• Develop user stories and acceptance criteria.
• Collaborate with AI vendors and technical teams for implementation.

Skills

Strong understanding of customer service operations

Ability to create process maps

Analytical thinking and problem-solving skills

Excellent communication and stakeholder management

Familiarity with AI chatbot concepts

Experience in Agile/Scrum environments

Education

Bachelor’s degree in Business or Information Systems

Master’s degree (MBA or equivalent)

Tools

JIRA

Confluence

CRM systems (e.g., D365)

SAP

Genesys

Job description

A technology consulting firm in Northbrook seeks a Senior Business Analyst to support AI chatbot implementation for customer service. This role involves translating business needs and workflows into requirements, and liaising between stakeholders and technical teams. Key responsibilities include documenting business requirements, developing process maps, and ensuring collaboration with AI vendors. Candidates should have 7+ years of experience, strong analytical and communication skills, and a background in customer service environments. A bachelor's degree in a relevant field is required, with a master's preferred.