Job Description

Job Summary:

Our client is seeking a Business/Systems Analyst to join their team! This position is located in Stamford, Connecticut.

Duties:

• Develop and own Business Requirement Documents (BRDs) to define chat, chatbot, and IVR product enhancements, customer experience improvements, and digital engagement strategies
• Collaborate cross-functionally with product managers, UX/UI designers, developers, and external vendors to ensure seamless implementation of chat, chatbot, and IVR solutions
• Analyze chat and IVR performance data, customer interactions, and pain points to identify improvement opportunities
• Translate customer needs into clear, actionable business and functional requirements with use cases, process flows, and user stories across chat and IVR journeys
• Partner with data and analytics teams to define and track KPIs such as: containment rate, deflection, CSAT, chat adoption, IVR completion rates
• Ensure all requirements align with customer expectations, operational feasibility, and business goals
• Conduct pre- and post-deployment user testing to validate enhancements and identify potential issues
• Facilitate stakeholder discussions, ensuring transparency, alignment, and prioritization of chat and IVR initiatives
• Document and maintain process improvements to streamline digital self-service, chat interactions, and agent handoff experiences

Desired Skills/Experience:

• 3+ years of experience as a Business Analyst in digital servicing, chat, chatbot, IVR, or customer experience
• Proven ability to create BRDs, user stories, use cases, and process flows for customer-facing digital and voice products
• Experience working with chat platforms, chatbot solutions, and IVR systems
• Experience with business analysis tools such as: JIRA, Confluence, Microsoft Visio, and other BA documentation software
• Familiarity with Agile and Scrum methodologies in software development
• Knowledge of customer experience best practices and UX principles
• Excellent analytical, communication, and stakeholder management skills
• Experience working in telecommunications or digital customer support environments
• Understanding of APIs, web services, and conversational AI
• Prior experience with automation and AI-driven optimization for chatbots or IVR

Benefits:

• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered

The approximate pay range for this position is between $42.00 and $50.00 . Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.

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