Jobs via Dice ยท 15 hours ago
AI Business Systems Analyst
Charlotte, NC
Full-time
Onsite
Senior Level
5+ years expKforce has a client seeking an AI Business Systems Analyst in Charlotte, NC. This role supports the design, optimization, and scaling of AI-driven self-service and conversational IVR experiences, acting as a bridge between business stakeholders and engineering teams to deliver impactful solutions across customer service journeys.
Computer Software
Responsibilities
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
Qualification
Required
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
Benefits
Medical/dental/vision insurance
HSA
FSA
401(k)
Life, disability & ADD insurance
Company
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0-1 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase