Kore.ai Business Analyst - iSoftTek Solutions Inc

Kore.ai Business Analyst

Location: Malvern, PA (hybrid – 3 days/week from office)

Duration: 06-12 monts

Yrs of experience: 8+ Years

Job Description:

As a Business Analyst, you will be part of the team building modern Contact Center applications for our leading Financial Services customers. You will building customer use cases, personas, scenarios, workflows and functional requirements for a Conversation AI platform. You will be working with the Customer Experience and Contact Center teams to understand the conversations during Customer phone calls and chats. You will look for opportunities to optimize the conversational workflows, suggest improvements, identify self-service/bot automation opportunities in order to provide a better experience for the end customers.

Qualifications:

• Minimum of 5 years of Business Analyst experience, with a technical background
• Must Have: Knowledge of Contact Center technologies such as Genesys, Nice, Amazon Connect, Kore.AI or other Conversational AI Platforms
• Must Have: Technical background with a good understanding of cloud software development in Agile Scrums.
• Must Have: Experience in working across the time zones
• Must Have: Ability to articulate functional requirements, using technology terms, to development teams
• Must Have: Very good documentation and presentation skills