Business Solutions Analyst

7 days ago

Glasgow, Glasgow City, United Kingdom Areti Group | B Corp™ Full time
Job Description

**Job Title:** Business Analyst - Conversational AI & Contact Center Modernization

**Summary:**

We are seeking a highly motivated Business Analyst with experience in Conversational AI and a proven track record of modernizing legacy contact center platforms. In this role, you will play a key part in our initiative to enhance customer experience through the implementation of conversational AI solutions.

**Key Responsibilities:**

  • Partner with stakeholders across the organization (Customer Experience, IT, Operations) to understand customer needs and identify opportunities for automation and self-service using Conversational AI.
  • Work with the development team to translate business requirements into functional specifications for conversational AI solutions (chatbots, virtual assistants).
  • Possess a strong understanding of Kore.AI platform (ideally) or similar Conversational AI platforms to configure and manage chatbot workflows, intents, and entities.
  • Analyze contact center data to identify trends and opportunities for improvement, specifically focusing on areas where AI can automate tasks and improve customer experience metrics (e.g., CSAT, FCR).
  • Develop and maintain documentation for conversational AI solutions, including user guides and training materials.
  • Collaborate with IT teams to ensure seamless integration of conversational AI solutions with existing contact center platforms and CRM systems.
  • Monitor and analyze the performance of conversational AI solutions, identifying areas for improvement and recommending optimizations.
  • Stay up-to-date on the latest trends and advancements in Conversational AI technologies.

**Requirements:**

  • Bachelor's degree in Business Administration, Information Systems, or a related field.
  • Minimum 3+ years of experience as a Business Analyst with a focus on customer experience (CX).
  • Proven experience in analyzing contact center data and identifying opportunities for improvement.
  • Strong understanding of Conversational AI concepts and capabilities (ideally with Kore.AI experience).
  • Excellent written and verbal communication skills, with the ability to translate technical concepts into clear, concise language.
  • Strong analytical and problem-solving skills.
  • Ability to work independently and as part of a cross-functional team.
  • Experience with user story development and user experience (UX) principles is a plus.

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