Careers

Position Overview:

The Business Analyst is responsible for bridging the gap between business needs and technical solutions. This role involves gathering and analyzing requirements, designing efficient workflows, and ensuring that chatbot and human agent solutions align with client goals. The Business Analyst works closely with clients, Project Managers, and Product Development teams to ensure successful implementations and ongoing improvements.

Key Responsibilities:

• Requirement Gathering and Analysis:

 - Collaborate with clients to gather and document business requirements, objectives, and success metrics.

 - Conduct detailed analyses of client workflows, user needs, and operational challenges to identify opportunities for improvement.

 - Translate business needs into clear and actionable technical requirements for Product Development and Support teams.




• Solution Design:

 - Develop detailed process flows, use cases, and functional specifications for chatbot and agent system implementations.

 - Identify and recommend platform features or configurations to meet client objectives.

 - Design solutions that balance user experience, technical feasibility, and scalability.




• Stakeholder Collaboration:

 - Act as a liaison between clients, Project Managers, and technical teams, ensuring alignment throughout the project lifecycle.

 - Facilitate workshops and meetings to refine requirements, address questions, and validate solutions.

 - Communicate effectively with non-technical and technical stakeholders to ensure clarity and understanding.




• Testing and Quality Assurance:

 - Work with clients and QA teams to define acceptance criteria and participate in user acceptance testing (UAT).

 - Validate that implemented solutions meet requirements and address client needs effectively.

 - Document and communicate findings during testing phases to ensure timely resolution of issues.




• Post-Implementation Support:

 - Monitor solution performance and gather client feedback post-implementation to identify areas for optimization.

 - Recommend and prioritize enhancements based on user feedback and performance metrics.

 - Support Customer Success and Support teams in addressing recurring issues or refining workflows.




• Continuous Improvement:

 - Analyze industry trends and client data to identify opportunities for innovation and improvement in the company’s offerings.

 - Contribute to the development of best practices and templates for requirement gathering, solution design, and testing.

 - Stay updated on the company’s platform features and capabilities to provide informed recommendations.

 Qualifications:

• Bachelor’s degree in Business Administration, Computer Science, or a related field.
• 2+years of experience in business analysis or a related role (entry-level applicants with strong analytical skills may be considered).
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and interpersonal skills to manage stakeholder relationships effectively.
• Familiarity with chatbot platforms, customer service systems, or SaaS solutions is a plus.
• Proficiency in tools such as Microsoft Office, Draw.io, or similar workflow and documentation tools.