AI Business Systems Analyst

RESPONSIBILITIES:
Kforce has a client that is seeking an AI Business Systems Analyst in Charlotte, NC.

Summary:
We are seeking an AI Business Systems Analyst to support the design, optimization, and scaling of AI-driven self-service and conversational IVR experiences handling millions of customer interactions annually. This role serves as the bridge between business stakeholders, data, and engineering teams to deliver high-impact conversational solutions across customer service, billing, repair, and digital support journeys.

Key Tasks:
* Lead end-to-end requirements for conversational IVR initiatives from ideation through deployment
* Partner with product owners, engineering, data, QA, and vendor teams to design and enhance NLU/LLM-powered conversational solutions
* Define business and technical requirements, user stories, success metrics, logging, and reporting needs
* Analyze call volume, intent, and deflection data using SQL and BI tools to drive continuous experience optimization
* Design conversation flows, dialog tasks, utterance mappings, and entity strategies
* Build mockups, prototypes, and process flows using tools such as Voiceflow, Visio, Lucid, Balsamiq, or similar
* Create and execute UAT test plans, traceability matrices, and support defect triage
* Produce executive-level reporting, insights, and recommendations based on data analysis
* Serve as a primary point of contact for cross-functional teams and external vendors

REQUIREMENTS:
* 5+ years of experience as a Business Analyst, Technical Business Analyst, or Product Analyst supporting digital, IVR, or AI-driven platforms
* Hands-on experience working within SDLC methodologies (Agile/Scrum, Waterfall, or hybrid)
* Experience designing or supporting conversational IVR, NLU, NLP, LLM, or GenAI-based solutions
* Strong SQL skills with the ability to independently analyze and interpret large datasets
* Proficiency with tools such as JIRA, Azure DevOps, Confluence, Tableau, Power BI, Voiceflow, Visio, Lucid, or equivalent platforms
* Proven expertise in requirements elicitation, stakeholder management, UAT execution, defect management, and reporting
* Excellent communication skills with the ability to translate complex technical concepts into clear, actionable business insights

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.