Business Analyst

1 week ago

Glasgow, Glasgow City, United Kingdom Areti Group | B Corp™ Full time
Job Title: Business Analyst - Conversational AI & Contact Center Modernization

About the Role:

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 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.
  • Develop a strong understanding of Kore.AI platform 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.
  • 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.

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.
  • Proven experience in analyzing contact center data and identifying opportunities for improvement.
  • Strong understanding of Conversational AI concepts and capabilities.
  • 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.

About Areti Group | B Corp™:

Areti Group is a values-driven organization committed to making a positive impact on society. We believe in the power of business to drive positive change and are dedicated to creating a better future for all.

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