KellyMitchell Group
Base pay range
$42.00/hr - $50.00/hr
Job Summary:
Our client is seeking a Business/Systems Analyst to join their team! This position is located in Stamford, Connecticut.
Duties:
Develop and own Business Requirement Documents (BRDs) to define chat, chatbot, and IVR product enhancements, customer experience improvements, and digital engagement strategies
Collaborate cross-functionally with product managers, UX/UI designers, developers, and external vendors to ensure seamless implementation of chat, chatbot, and IVR solutions
Analyze chat and IVR performance data, customer interactions, and pain points to identify improvement opportunities
Translate customer needs into clear, actionable business and functional requirements with use cases, process flows, and user stories across chat and IVR journeys
Partner with data and analytics teams to define and track KPIs such as: containment rate, deflection, CSAT, chat adoption, IVR completion rates
Ensure all requirements align with customer expectations, operational feasibility, and business goals
Conduct pre- and post-deployment user testing to validate enhancements and identify potential issues
Facilitate stakeholder discussions, ensuring transparency, alignment, and prioritization of chat and IVR initiatives
Document and maintain process improvements to streamline digital self-service, chat interactions, and agent handoff experiences
Desired Skills/Experience:
3+ years of experience as a Business Analyst in digital servicing, chat, chatbot, IVR, or customer experience
Proven ability to create BRDs, user stories, use cases, and process flows for customer-facing digital and voice products
Experience working with chat platforms, chatbot solutions, and IVR systems
Experience with business analysis tools such as: JIRA, Confluence, Microsoft Visio, and other BA documentation software
Familiarity with Agile and Scrum methodologies in software development
Knowledge of customer experience best practices and UX principles
Excellent analytical, communication, and stakeholder management skills
Experience working in telecommunications or digital customer support environments
Understanding of APIs, web services, and conversational AI
Prior experience with automation and AI-driven optimization for chatbots or IVR
Employee-Owned Profit Sharing (ESOP)
401K offered
The approximate pay range for this position is between
$42.00 and $50.00 . Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.
Seniority level
Associate
Employment type
Contract
Job function
Consulting, Information Technology, and Other
Industries
IT Services and IT Consulting
#J-18808-Ljbffr
Job Summary:
Our client is seeking a Business/Systems Analyst to join their team! This position is located in Stamford, Connecticut.
Duties:
Develop and own Business Requirement Documents (BRDs) to define chat, chatbot, and IVR product enhancements, customer experience improvements, and digital engagement strategies
Collaborate cross-functionally with product managers, UX/UI designers, developers, and external vendors to ensure seamless implementation of chat, chatbot, and IVR solutions
Analyze chat and IVR performance data, customer interactions, and pain points to identify improvement opportunities
Translate customer needs into clear, actionable business and functional requirements with use cases, process flows, and user stories across chat and IVR journeys
Partner with data and analytics teams to define and track KPIs such as: containment rate, deflection, CSAT, chat adoption, IVR completion rates
Ensure all requirements align with customer expectations, operational feasibility, and business goals
Conduct pre- and post-deployment user testing to validate enhancements and identify potential issues
Facilitate stakeholder discussions, ensuring transparency, alignment, and prioritization of chat and IVR initiatives
Document and maintain process improvements to streamline digital self-service, chat interactions, and agent handoff experiences
Desired Skills/Experience:
3+ years of experience as a Business Analyst in digital servicing, chat, chatbot, IVR, or customer experience
Proven ability to create BRDs, user stories, use cases, and process flows for customer-facing digital and voice products
Experience working with chat platforms, chatbot solutions, and IVR systems
Experience with business analysis tools such as: JIRA, Confluence, Microsoft Visio, and other BA documentation software
Familiarity with Agile and Scrum methodologies in software development
Knowledge of customer experience best practices and UX principles
Excellent analytical, communication, and stakeholder management skills
Experience working in telecommunications or digital customer support environments
Understanding of APIs, web services, and conversational AI
Prior experience with automation and AI-driven optimization for chatbots or IVR
Employee-Owned Profit Sharing (ESOP)
401K offered
The approximate pay range for this position is between
$42.00 and $50.00 . Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.
Seniority level
Associate
Employment type
Contract
Job function
Consulting, Information Technology, and Other
Industries
IT Services and IT Consulting
#J-18808-Ljbffr