Business Analyst

High5; Wes-Kaap; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A dynamic tech company is seeking a Contact Center Technical Business Analyst to closely work with Data Engineers and assist in deploying CX tools. The candidate should possess strong communication and analytical skills, with a background in technology. Responsibilities include analyzing business requirements, providing tool support, and training users. Experience with generative AI and prompt engineering is preferred. This role offers a chance to innovate within the contact center landscape and contribute to solution development.

Qualifications

• 3+ years of experience in business analysis, preferably in a technology-driven environment.
• Proven ability with prompt engineering and generative AI tools and chatbots.
• Experience in project management and stakeholder engagement.

Responsibilities

• Collaborate with AI Engineers and Project Managers to articulate capabilities.
• Analyze business requirements and translate them into technical specifications.
• Conduct training sessions and create documentation for tool adoption.

Skills

Excellent communication skills

Strong analytical and problem-solving skills

Ability to quickly learn and adapt to new technologies

Interpersonal skills

Education

Bachelor's degree in Business Administration or Information Systems

Tools

Excel

Power BI

Tableau

Job description

We are seeking a dynamic and communicative Contact Center Technical Business Analyst to join our team. In this role, you will work closely with our Data Engineers to deploy and customize CX tools for various use cases within contact center environments. As a brand ambassador and local product evangelist, you will be responsible for understanding, promoting, and presenting our solutions to both internal teams and external stakeholders. You will be responsible for writing technical requirements and map customer needs, identifying ways to improve tool adhesion and experience.

Responsibilities:

• Collaborate with AI Engineers and Project Managers to understand and articulate the capabilities of current and future contact center solutions
• Analyze and document business requirements for contact center teams, translating them into technical specifications for low-code tool customization
• Provide support for tool utilization and engage in prompt engineering to ensure solutions are effectively customized and aligned with business requirements
• Configure AI-based applications, including support for Prompt Engineering and report analysis
• Stay up-to-date with emerging trends in Generative AI and their potential applications in contact center environments
• Develop and deliver compelling presentations and demonstrations of our solutions to various stakeholders, including senior management and potential clients
• Act as a liaison between technical teams, operations managers, and end-users to ensure solutions meet business needs and operational metrics
• Conduct training sessions and create documentation to support the adoption of new tools and processes
• Monitor and report on the performance and impact of implemented solutions, suggesting improvements based on data-driven insights
• Leverage visualization tools and dashboards to represent data and insights
• Promote our products internally, motivating staff and convincing consumers of their value

Requirements:

• Bachelor's degree in Business Administration, Information Systems, or a related field
• 3+ years of experience in business analysis, preferably in a technology-driven environment
• Excellent communication skills, both verbal and written, with the ability to present complex ideas to diverse audiences
• Strong analytical and problem-solving skills
• Proven ability with prompt engineering and generative AI tools and chatbots
• Ability to quickly learn and adapt to new technologies and methodologies
• Experience in project management and stakeholder engagement
• Strong interpersonal skills with a talent for building relationships across various levels of an organization

Preferred Qualifications:

• Experience working in or with contact centers
• Understanding of key contact center metrics and operations management principles
• Advanced skills in prompt engineering, including concepts such as zero-shot, few-shot, chain-of-thoughts, and others.
• Previous experience as a product evangelist or in a similar role promoting technology solutions
• Certification in business analysis (e.g., CBAP, PMI-PBA) or relevant project management certifications
• Proficiency in data analysis and visualization tools (e.g., Excel, Power BI, Tableau)
• Experience with agile methodologies