Glansa Associates
Title:
Technical Business Analyst
Contact Center / Conversational Platforms Location:
Cleveland, OH
Hybrid (23 days onsite per week)
Role Summary KeyBank is looking for a Technical BA to bridge business and technology for projects involving
Google Dialogflow , voice/chat bots,
Twilio/CPaaS , and integrations with banking platforms. This role will capture requirements, document processes, and support solution design and testing. Key Responsibilities Work with contact center, digital, and business teams to
elicit and document requirements
for voice bots, chatbots, and messaging use cases. Translate business needs into
user stories, use cases, flow diagrams, and acceptance criteria . Document
current-state and future-state process flows
for customer journeys across voice, SMS, and digital channels. Collaborate with DS Architect and Technical PM to ensure requirements align with overall architecture and delivery roadmap. Support
backlog grooming, prioritization, and release planning
in Agile environments. Partner with QA and business stakeholders on
UAT planning, test case definition, and defect triage . Perform light
technical analysis : review API specs, payloads (JSON), logs, and basic SQL queries to support troubleshooting and validation. Required Skills & Experience 6+ years as a
Business Analyst
in IT, with
3+ years
in
contact center, digital, or conversational AI
projects. Experience working with: Google Dialogflow
or similar conversational platforms Voice bot / chatbot
projects, ideally integrated with banking or financial services Communication platforms such as
Twilio / CPaaS
(or Genesys/Avaya/etc.) Strong skills in
requirements gathering, documentation, and stakeholder workshops . Ability to understand and communicate
API integrations, data flows, and system interactions
(familiarity with JSON, REST, basic SQL). Experience working in
Agile/Scrum
teams using Jira, Azure DevOps, or similar tools. Excellent written and verbal communication skills, comfortable working with both business and technical teams.
Technical Business Analyst
Contact Center / Conversational Platforms Location:
Cleveland, OH
Hybrid (23 days onsite per week)
Role Summary KeyBank is looking for a Technical BA to bridge business and technology for projects involving
Google Dialogflow , voice/chat bots,
Twilio/CPaaS , and integrations with banking platforms. This role will capture requirements, document processes, and support solution design and testing. Key Responsibilities Work with contact center, digital, and business teams to
elicit and document requirements
for voice bots, chatbots, and messaging use cases. Translate business needs into
user stories, use cases, flow diagrams, and acceptance criteria . Document
current-state and future-state process flows
for customer journeys across voice, SMS, and digital channels. Collaborate with DS Architect and Technical PM to ensure requirements align with overall architecture and delivery roadmap. Support
backlog grooming, prioritization, and release planning
in Agile environments. Partner with QA and business stakeholders on
UAT planning, test case definition, and defect triage . Perform light
technical analysis : review API specs, payloads (JSON), logs, and basic SQL queries to support troubleshooting and validation. Required Skills & Experience 6+ years as a
Business Analyst
in IT, with
3+ years
in
contact center, digital, or conversational AI
projects. Experience working with: Google Dialogflow
or similar conversational platforms Voice bot / chatbot
projects, ideally integrated with banking or financial services Communication platforms such as
Twilio / CPaaS
(or Genesys/Avaya/etc.) Strong skills in
requirements gathering, documentation, and stakeholder workshops . Ability to understand and communicate
API integrations, data flows, and system interactions
(familiarity with JSON, REST, basic SQL). Experience working in
Agile/Scrum
teams using Jira, Azure DevOps, or similar tools. Excellent written and verbal communication skills, comfortable working with both business and technical teams.