Business Analyst

About the role

We are seeking a visionary Business Analyst to drive digital transformation and improve customer experiences. You will work closely with Product Owners, business stakeholders, and IT & Telephony teams to translate business needs into actionable user stories and technical requirements.

Key responsibilities

• Perform end‑to‑end process audits to identify automation opportunities that reduce contact‑center handle times and generate cost savings.
• Collaborate with SMEs and Product Owners to write user stories, define acceptance criteria, and refine backlogs for PI and sprint planning.
• Leverage Google Dialogflow, conversational flows, and call analytics to shape requirements for voice‑bots, chat‑bots, and contact‑center deflection solutions.
• Design and execute UAT scenarios with technical and business partners to ensure high‑quality delivery.
• Act as a bridge between business units, developers, and support teams, mentoring junior analysts and managing risks and change.

Required profile

• Bachelor’s degree in a technology‑related field or equivalent practical experience.
• 1‑4 years of experience as a Business Systems Analyst or Automation Analyst on digital transformation projects.
• Strong hands‑on experience with Agile/Scrum, SAFe or XP frameworks.
• Proficiency in requirements management and process‑mapping tools such as Jira, Lucidchart, Visio, and MS Project.

Required skills

• Google Dialogflow
• OpenAI/ChatGPT familiarity
• UiPath, Power Automate, Blue Prism, Sierra
• AWS services (Lambda, Bedrock, S3)
• SQL for business data analysis
• Jira, Lucidchart, Visio, MS Project, BI platforms