Business Analyst – AI Real-Time Guidance

LanceSoft, Inc. is seeking a Business Analyst to support AI-enabled solutions that provide real-time guidance to contact center associates. The role focuses on gathering and documenting requirements, managing Agile backlogs, collaborating with cross-functional teams, and supporting testing, operational readiness, and solution adoption.

Responsibilities:

• Gather and document business and functional requirements
• Create user stories, acceptance criteria, process flows, and business rules
• Manage and maintain backlog items in Azure DevOps
• Participate in Agile/Scrum ceremonies and support backlog refinement
• Work with cross-functional stakeholders to understand business needs
• Support UAT, testing, defect tracking, and solution validation
• Identify risks, dependencies, issues, and process impacts
• Support operational readiness, training, and adoption activities
• Help define success metrics and gather user feedback

Requirements:

• Experience as a Business Analyst, Product Analyst, or Systems Analyst
• Strong requirements gathering and documentation skills
• Experience with Azure DevOps or similar tools
• Experience working with Agile/Scrum teams
• Strong communication, facilitation, and analytical skills
• Ability to manage multiple priorities and work with technical and business teams
• Experience with AI/ML, agent assist, or real-time guidance solutions
• Contact center or customer service technology experience
• Experience with CRM, workflow, or knowledge management platforms
• Healthcare, insurance, or regulated industry experience