Job Summary: We are seeking a Bilingual Business Analyst to support conversational platforms, including IVR and chatbots, within a Customer Experience Team. This role focuses on improving call center practices by leveraging AI to enhance predictive calling and overall customer interaction. The successful candidate will own and manage voice bots, particularly those using DTMF (dual tone multi frequency) and Spanish language capabilities, while ensuring seamless experiences through documentation, stakeholder collaboration, and user acceptance testing (UAT).
Key Responsibilities: - Serve as a BA/PO to own assigned IVR/chatbot platforms, with a focus on Spanish-language and DTMF experiences.
- Gather and document requirements from cross-functional stakeholders.
- Create user stories, process flows, and customer journey maps using tools like Visio.
- Collaborate with designers and developers to create intuitive customer experiences.
- Conduct UAT testing, write test scripts, and ensure platforms perform as designed.
- Analyze prewritten SQL scripts to extract data supporting business requirements and UAT outcomes.
- Identify and communicate bugs or deviations in experience to ensure alignment with stakeholder expectations.
- Act as a customer advocate by supporting initiatives that improve resolution time and customer satisfaction.
Top Requirements: - 3â€"5 years of Business Analyst experience
- IVR or chatbot experience (conversational platforms)
- Fluent in Spanish (written and verbal)
- Hands-on UAT testing experience with the ability to write test scripts
- Proficient with SQL â€" able to use prewritten scripts to pull and analyze data
- Strong documentation and process modeling skills with Visio
Nice-to-Have Skills: - Experience working with Chalk pages for bot development
- Familiarity with JIRA for issue tracking and task management
Ideal Candidate Traits: Customer-first mindset with a focus on enhancing the end-user experience
Detail-oriented and analytical with excellent communication skills
Ability to work across teams and advocate for the voice of the customer
Comfortable managing deliverables and collaborating in an Agile environment
Education: Bachelors Degree