Location: Charlotte, NC – onsite

Job Summary

Required Skills

• 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).
• 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.
• Excellent communication and stakeholder management skills.

Key Responsibilities

• Gather and document business requirements from customer retention and CX stakeholders.
• Translate business needs into detailed functional specifications, user stories, and acceptance criteria.
• Analyze current IVR call flows and design future-state Dialogflow CX conversational experiences.
• Document Dialogflow CX flows, intents, entities, pages, and routing logic.
• Define integration requirements between Dialogflow CX, CRM, billing systems, Genesys Cloud CX, and other enterprise platforms.
• Collaborate with conversational designers, developers, and business stakeholders throughout the project lifecycle.
• Support intent and entity design using call recordings and conversation transcripts.
• Analyze IVR and call-center data to identify automation and customer retention opportunities.
• Coordinate UAT activities, prepare test cases, and manage defect resolution.
• Monitor pilot performance metrics and recommend continuous improvements.
• Create process documentation, operational runbooks, and training materials for support teams.