Business Analyst (AI strong exp)

Role: AI Business Analyst

Location: Onsite in Northbrook area 3x per week

Duration: 6 month contract with Ext

Job Summary

• The Senior Business Analyst will support the design and implementation of an AI chatbot/AI agent solution for customer service. This role will translate business needs, customer service workflows, and SOPs from current information repositories into clearly defined requirements, intents, and use cases, while acting as a key liaison between businessstakeholders, AI vendors, and technical teams to ensure successful delivery.

Work Experience

At least 4 years of experience in business analysis and configuration, such as:

• Experience in Customer Service / Contact Center environments required
• Prior experience with Conversational AI Platforms such as Nice-Cognigy, Kore.ai , Yellow.ai or Ai implementation
• Experience in an agile/scrum environment
• Analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions
• Experience applying project management methodologies, like Agile.

Major Responsibilities

• Elicit, analyze, and document business and functional requirements for AI chatbot use cases
• Develop user stories, acceptance criteria, and detailed requirement documentation
• Create current and future state process maps and identify automation opportunities
• Translate customer service SOPs into CJs (Customer Journeys), AI intents, conversation flows, and decision logic
• Define escalation paths, exception handling, and integration requirements
• Collaborate with AI vendors and internal technical teams to ensure accurate implementation
• Support solution design discussions and feasibility assessments
• Lead and support UAT planning, execution, and validation of chatbot responses
• Continuously refine target AI Agent intents and workflows based on pilot outcomes and analytics
• Engage and communicate with cross-functional stakeholders (Customer Service, IT, Product)
• Work with the business partners to ensure process and system changes are communicated clearly and that users are informed and/or trained sufficiently.

Education

• Typically requires a Bachelor''s degree in business or IT related field.
• Master’s degree (MBA or equivalent) preferred

Knowledge / Skills / Abilities

• Strong understanding of customer service operations, workflows, and SOPs
• Ability to create process maps, business requirements, and user stories
• Familiarity with AI chatbot concepts including intents, utterances, and conversation design
• Knowledge of integrations across CRM (e.g., D365 CS), SAP, and contact center platforms (e.g., Genesys)
• Strong analytical thinking and problem-solving skills
• Excellent communication and stakeholder management abilities
• Demonstratable Experience working in Agile / Scrum environments -JIRA, CONFLUENCE.
• Ability to translate complex business needs into clear, actionable requirements
• Preferred Qualifications
• Experience with AI platforms such as Kore.ai, Yellow.ai, Cognigy, or similar
• Exposure to LLMs, RAG architecture, or AI-driven automation frameworks
• Experience supporting pilot and MVP rollouts for digital or AI solutions
• Familiarity with data analysis and performance metrics (deflection, containment, CSAT)

Work Experience

• Experience working with Jira, AI CAP Platforms and Chatbot implementation
• Experience with Customer Service Domain Applications, such as Genesys and D365 CS