Related skills
analytics nlp ai quality management nice📋 Description
- Partner with Customer Service leaders to gather and document functional requirements for conversational AI.
- Translate business needs into clear, actionable requirements guiding solution design.
- Design scalable solutions with long-term sustainability and future enhancements.
- Collaborate with cross-functional teams to identify process improvements and insights.
- Develop and maintain functional docs, process maps, and best-practice guides.
- Analyze AI Agent performance, speech analytics, and QA metrics to identify trends and improvements.
🎯 Requirements
- 3+ years as a Business Analyst in customer service/ops/consulting with conversational AI exposure.
- Hands-on with conversational AI platforms (e.g., NICE, Cognigy) and NLU/NLP concepts.
- Proven ability to translate business needs into clear functional requirements, incl. technical specs.
- Experience with Speech Analytics to analyze call drivers and trends for improvements.
- Strong communication and facilitation skills; collaborate across teams and stakeholders.
- Customer-focused, solution-oriented mindset delivering measurable value.
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