AI Solutions Business Analyst

Colibri Group is a pioneer in online professional education, serving over 1 million customers annually. They are seeking an AI Solutions Business Analyst to assist in designing and implementing conversational AI solutions, ensuring they are scalable and aligned with customer goals.

Responsibilities:

• Partner with Customer Service leaders throughout pilots, proof of concept, and full implementations to gather and document functional requirements for conversational AI solutions
• Translate business needs and desired outcomes into clear, actionable requirements that guide solution design and development
• Ensure all solutions are designed with scalability, long-term sustainability, and future enhancement in mind
• Collaborate with cross functional teams to identify process improvement opportunities and provide analytical insights that support new business initiatives
• Develop and maintain functional documentation, process maps, solution summaries, and implementation of best practice guides
• Analyze AI Agent performance, speech analytics insights (call drivers), and quality management (agent) metrics to identify trends, recommend improvements, and communicate findings to stakeholders
• Lead or support partner enablement efforts, including delivering training, facilitating workshops, conducting demonstrations, and providing real-time guidance as needed

Requirements:

• 3+ years of experience as a Business Analyst in a customer service, operations, or consulting environment, with exposure to conversational AI solutions or similar technology driven initiatives
• Hands on experience with conversational AI platforms such as NICE, Cognigy, or comparable tools, along with foundational understanding of NLU/NLP concepts
• Proven ability to translate business needs into clear, concise functional requirements, including occasional technical specifications
• Experience using Speech Analytics tools to analyze call drivers, identify trends, and translate insights into actionable process improvement recommendations
• Strong communication, facilitation, and interpersonal skills, with the ability to collaborate effectively across teams and with stakeholders at multiple levels
• Customer focused, solution-oriented mindset with a commitment to delivering measurable value
• Highly organized, self-motivated, and comfortable managing work independently in a dynamic, fast paced environment
• Demonstrated curiosity and commitment to continuous learning, particularly around emerging technologies and trends in conversational AI and automation