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Conversational AI Business Solutions Expert

2 months ago

Glasgow, Glasgow City, United Kingdom Areti Group | B Corp™ Full time
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. As a key member of our team at Areti Group | B Corp™, you will play a pivotal part in our initiative to enhance customer experience through the implementation of conversational AI solutions.

Key Responsibilities
  • Work with our development team to translate business requirements into functional specifications for conversational AI solutions (chatbots, virtual assistants).
  • 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.
  • Develop and maintain documentation for conversational AI solutions, including user guides and training materials.
  • Collaborate with our 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.
  • Excellent written and verbal communication skills, with the ability to translate technical concepts into clear, concise language.
  • Experience with user story development and user experience (UX) principles is a plus.