AI Solutions Business Analyst

Role Overview

• Assist in the design, build, and implementation of innovative conversational AI solutions.
• Serve as the functional expert throughout the customer journey.
• Partner closely with customers, internal cross-functional teams, and implementation partners.
• Develop and maintain functional documentation, process maps, and implementation of best practice guides.
• Analyze AI Agent performance and quality management metrics.
• Lead or support partner enablement efforts, including delivering training and facilitating workshops.

Requirements

• 3+ years of experience as a Business Analyst in a customer service, operations, or consulting environment.
• Hands on experience with conversational AI platforms such as NICE, Cognigy, or comparable tools.
• Proven ability to translate business needs into clear, concise functional requirements.
• Experience using Speech Analytics tools to analyze call drivers and translate insights into actionable process recommendations.
• Strong communication, facilitation, and interpersonal skills.
• Customer focused, solution-oriented mindset.
• Highly organized and self-motivated.
• Demonstrated curiosity and commitment to continuous learning.

Benefits

• Colibri Group welcomes applicants from all backgrounds and experiences.
• Commitment to building a diverse and inclusive workplace.