Senior Technical BA

Job#: 3017161

Job Description:

Title / Position: Senior Technical Business Analyst

Location: Charlotte, NC

• Remote/Hybrid allowance: 4x/week onsite, 1/week remote

Contract Duration: 3 months

Requirements:

Traditional BA skills - writing and gathering requirements, stakeholder communication

Someone that understands and knows what user stories are, but is ok with not functioning in a traditional environments as they will be working with agentic AI and clear requirements are not available

Understand what a prompt library, agentic AI

Understand how AI has changed the way applications are built

SQL or other BI tools to help analyze the calls that come in and figure out how to dive into the data within the db

How to write a simple query/how to use tools to make it better

Natural curiosity for AI

What GPT tools do you use and how often to you use them?

Use of AI on a daily basis

Nice-to-Haves

IVR or chat bot experience

Project Details:

• Working on the sales bot - LLM driven IVR - goal of IVR is to capture when calls hit the IVR, dissect the customers that need to sign up for new services from existing customers, got service activated, but kept phone number. Disregard those, capture the info needed to pass info over to agent desktop application
  • Basics: name, address, types of shows (maybe)

Job Description: The role is within a customer experience team - the team advocates for the customer as related to call center practices. The company is utilizing AI to improve their capabilities in predictive calling by making more information available to agents prior to the customer being on the line. Goals include faster, cleaner resolutions and in turn, happier customers. This particular role will be focused on building a new bot using agentic AI to facilitate the sales process. This bot will be trained to gather all information necessary to start a sale (i.e. name, address, types of services requested, etc.). This person will act as a BA/PO to own their respective bots within the IVR. This will include gathering requirements from stakeholders, documentation, helping designers build the customer experience, and conducting UAT testing to ensure a product/experience has been designed to do what it should. This person will work through requirements to catch bugs and bring them up to date to ensure that what has been presented to stakeholders is what is being executed in the IVR. Ideal candidates will have experience writing user stories, using Visio to draft customer journeys and be familiar with SQL to quantify their BRD requests. The team is seeking a creative thinker - someone who desires to utilize technology to work smarter and has a natural curiosity to problem solve.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.