We are working with a company that is at the forefront of leveraging artificial intelligence to transform customer interactions and operational efficiency across its organization. This client is investing heavily in cutting-edge AI initiatives, particularly in enhancing their customer contact solutions.
The Role
- Lead requirements discovery for AI-enabled IVR enhancements in a contact center modernization initiative
- Translate customer experience goals into implementable functional and technical requirements
- Serve as the primary liaison between business stakeholders and technical teams
- Define functional requirements for AI Agent-enabled conversational interactions, escalation rules, and customer experience standards
- Document integration requirements between Amazon Connect/AI Agents and enterprise systems
- Partner with Security, Risk, and Compliance teams to define requirements for data handling, consent, and access controls
What You'll Need
- 5+ years of experience as a Business Analyst and/or Systems Analyst on customer-facing platforms
- Strong experience with contact center / IVR environments and call flow design (Amazon Connect preferred)
- Proven ability to translate business goals into detailed functional and system integration requirements
- Experience partnering with Security/Compliance stakeholders on PII handling and auditability
- Strong documentation skills (process flows, user stories, acceptance criteria, data/interface requirements)
- Ability to facilitate workshops, manage ambiguity, and drive decisions across teams
What's On Offer
- Opportunity to work on innovative AI initiatives transforming customer experiences
- Collaborative environment with cross-functional teams
- Competitive salary and benefit options or W2 hourly rate
Apply via Haystack today!