AI Business Systems Analyst
Kforce has a client that is seeking an AI Business Systems Analyst in Charlotte, NC. Summary: We are seeking an AI Business Systems Analyst to support the design, optimization, and scaling of AI-driven self-service and conversational IVR experiences handling millions of customer interactions annually. This role serves as the bridge between business stakeholders, data, and engineering teams to deliver high-impact conversational solutions across customer service, billing, repair, and digital support journeys. Key Tasks:
- Lead end-to-end requirements for conversational IVR initiatives from ideation through deployment
- Partner with product owners, engineering, data, QA, and vendor teams to design and enhance NLU/LLM-powered conversational solutions
- Define business and technical requirements, user stories, success metrics, logging, and reporting needs
- Analyze call volume, intent, and deflection data using SQL and BI tools to drive continuous experience optimization
- Design conversation flows, dialog tasks, utterance mappings, and entity strategies
- Build mockups, prototypes, and process flows using tools such as Voiceflow, Visio, Lucid, Balsamiq, or similar
- Create and execute UAT test plans, traceability matrices, and support defect triage
- Produce executive-level reporting, insights, and recommendations based on data analysis
- Serve as a primary point of contact for cross-functional teams and external vendors
- 5+ years of experience as a Business Analyst, Technical Business Analyst, or Product Analyst supporting digital, IVR, or AI-driven platforms
- Hands-on experience working within SDLC methodologies (Agile/Scrum, Waterfall, or hybrid)
- Experience designing or supporting conversational IVR, NLU, NLP, LLM, or GenAI-based solutions
- Strong SQL skills with the ability to independently analyze and interpret large datasets
- Proficiency with tools such as JIRA, Azure DevOps, Confluence, Tableau, Power BI, Voiceflow, Visio, Lucid, or equivalent platforms
- Proven expertise in requirements elicitation, stakeholder management, UAT execution, defect management, and reporting
- Excellent communication skills with the ability to translate complex technical concepts into clear, actionable business insights
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