Technical Business Analyst – (Google CCAI)

Location: Charlotte, NC – onsite

Job Summary

• 5+ years of experience as a Business Analyst or Technical Business Analyst.
• 2+ years of experience working on AI, Conversational AI, Contact Center, or Customer Experience (CX) platforms.
• Hands-on experience with Google Dialogflow CX or Dialogflow ES.
• Experience working with Google Contact Center AI (CCAI).

• Experience working with Google Contact Center AI (CCAI).
• Strong knowledge of IVR call flows, DTMF routing, menu trees, and speech-enabled self-service systems.
• Experience with Genesys Cloud CX, including IVR, routing, and integrations.
• Experience gathering business requirements and creating:
• Functional Specifications
• User Stories
• Acceptance Criteria
• Process Flows
• Experience designing or documenting:
• Dialogflow CX Flows
• Pages
• Intents
• Entities
• Route Groups
• Fulfillment Webhooks
• Experience defining API and system integration requirements.
• Strong SQL skills for data validation and analysis.
• Experience with UAT planning, test cases, defect tracking, and requirement traceability.
• Experience using JIRA or similar Agile tools.