Systems Engineering Services is seeking a AI Business Analyst for a remote position, MST Time zone.
Top 5 Technical Skills:
- Business Analysis / Systems Analysis
- IVR experience -- AWS Connect Preferred
- Strong experience writing Agentic AI Use Cases
- AWS LEX, Nova Sonic, and Bedrock
Top 3 Soft Skills:
- Strong ability to define EPICs, Features, User Stories
- Work with business to define how AI agents manage callers
- Strong communications with strong consultative / professional approach
The Client is making a huge push with AI across the organization. One of the key AI initiatives for 2026 is bring Agentic AI to the IVR solution. The overall goal of the project is to create a more natural call experience, while providing better customer support, and with the expectation of reducing the necessary call center personnel needed to support calls
Key Responsibilities:
Requirements & Stakeholder Engagement
- Lead discovery workshops with Contact Center Operations, Customer Experience, Fraud/Risk, Compliance/Legal, IAM/Security, and Application/Platform teams.
- Elicit, analyze, and document end-to-end requirements for AI-enabled IVR capabilities, customer journeys, and agent-assisted workflows.
- Define and align on success criteria and KPIs (containment, transfer rate, AHT, authentication/verification outcomes where applicable, abandonment, CSAT impacts).
- Create a shared understanding of current-state vs future-state call flows and identify gaps, constraints, and dependencies.
- Serve as the primary liaison between business stakeholders and technical teams to drive clarity, decisions, and alignment.
Functional Analysis (Connect AI Agents + IVR)
- Define functional requirements for AI Agent-enabled experiences including:
- Conversational interactions (intents, prompts, error handling, fallback, retries/timeouts)
- Escalation/hand-off rules to live agents with context transfer
- Customer experience standards (tone, disclosures, accessibility, multilingual considerations)
- Agent experience needs (what agents see, recommended actions, and permitted actions)
- Develop structured requirements artifacts including user stories, acceptance criteria, process flows, and decision logic.
- Collaborate with product/UX, contact center SMEs, and engineering teams to refine conversation design inputs and operational workflows.
Systems Analysis & Integration
- Gather and document integration requirements between Amazon Connect/AI Agents and enterprise systems such as CRM, case management, identity/security services, knowledge bases, and customer profile platforms.
- Define interface requirements (APIs, data contracts, error responses, latency expectations) and coordinate with architects/engineers on sequencing and environment readiness.
- Capture data requirements for interaction context, routing decisions, downstream updates, and audit/traceability.
Controls, Risk, and Compliance
- Partner with Security, Risk, and Compliance teams to define requirements for:
- PII/PCI handling, redaction, and retention
- Consent/disclosure language and audit needs
- Access controls and separation of duties
- Guardrails for AI behavior, tool usage, and allowed actions
- Document control points and support governance reviews and go-live approvals.
Testing, UAT, and Operational Readiness
- Build test artifacts: test scenarios, edge cases, UAT scripts, and traceability from requirements to validation.
- Coordinate UAT with business owners and contact center SMEs; manage defect triage and resolution tracking.
- Support operational readiness: training inputs, SOP updates, runbooks, cutover planning, and early-life support.
Required Skills & Experience
- 5+ years experience as a Business Analyst and/or Systems Analyst on customer-facing platforms.
- Strong experience with contact center / IVR environments and call flow design (Amazon Connect experience strongly preferred).
- Proven ability to translate business goals into detailed functional requirements and system integration needs.
- Experience partnering with Security/Compliance stakeholders on PII handling, auditability, and control requirements.
- Strong documentation skills (process flows, user stories, acceptance criteria, data/interface requirements).
- Ability to facilitate workshops, manage ambiguity, and drive decisions across business + technology teams.
Jake Lutman
Technical Recruiter
Systems Engineering Services
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