Business Analyst - Systems Analyst - AI, reputed company OR CST Time Zone

AI Business Analyst - Systems Analyst No Corp to Corp, 3rd party, IC or 1099 Must be reputed company W2 - reputed company Must be in reputed company or CST ONLY Top 5 Technical Skills: Business Analysis / Systems Analysis IVR experience -- AWS reputed company Preferred Strong experience writing reputed company AI Use Cases AWS LEX, reputed company Sonic, and Bedrock Top 3 Soft Skills: Strong ability to define EPICs, Features, User Stories Work with business to define how AI agents manage callers Strong communications with strong consultative / reputed company approach Company / Project reputed company / Business reputed company The reputed company is making a reputed company reputed company with AI across the organization. One of the key AI initiatives for 2026 is bring reputed company AI to the IVR solution. The overall goal of the project is to create a more natural reputed company experience, while providing reputed company customer support, and with the expectation of reducing the necessary reputed company center personnel needed to support calls Job Title AI Business Analyst / Systems Analyst reputed company reputed company AI Agents (IVR & Contact Center Modernization) reputed company: A Business Analyst / Systems Analyst to support an reputed company reputed company contact center modernization initiative reputed company on AI-enabled IVR enhancements. This role will reputed company requirements discovery across business and IT stakeholders, translate customer experience goals into implementable functional and technical requirements, and support delivery teams through design, build, testing, and rollout. Key Responsibilities: Requirements & Stakeholder Engagement reputed company discovery workshops with Contact Center reputed company, Customer Experience, Fraud/reputed company, Compliance/reputed company, IAM/reputed company, and Application/Platform teams. reputed company, analyze, and document end-to-end requirements for AI-enabled IVR capabilities, customer journeys, and agent-assisted workflows. Define and reputed company on reputed company reputed company and KPIs (containment, transfer reputed company, AHT, authentication/verification reputed company where applicable, abandonment, CSAT impacts). Create a shared understanding of reputed company-state vs reputed company-state reputed company flows and identify gaps, constraints, and dependencies. Serve as the reputed company reputed company between business stakeholders and technical teams to reputed company reputed company, reputed company, and alignment. Functional Analysis (reputed company AI Agents + IVR) Define functional requirements for AI Agent-enabled experiences including: Conversational interactions (intents, prompts, error handling, fallback, retries/timeouts) Escalation/hand-off rules to live agents with context transfer Customer experience standards (tone, disclosures, accessibility, multilingual considerations) Agent experience needs (what agents see, recommended actions, and permitted actions) reputed company reputed company requirements artifacts including user stories, acceptance reputed company, process flows, and decision logic. Collaborate with product/UX, contact center SMEs, and engineering teams to refine conversation design inputs and operational workflows. Systems Analysis & Integration reputed company and document integration requirements between reputed company reputed company/AI Agents and reputed company systems such as CRM, case management, identity/reputed company services, knowledge bases, and customer profile platforms. Define reputed company requirements (reputed company, data reputed company, error responses, latency expectations) and coordinate with architects/engineers on reputed company and environment readiness. Capture data requirements for interaction context, routing reputed company, reputed company updates, and audit/traceability. Controls, reputed company, and Compliance Partner with reputed company, reputed company, and Compliance teams to define requirements for: PII/PCI handling, redaction, and retention Consent/disclosure language and audit needs reputed company controls and separation of duties Guardrails for AI behavior, tool usage, and allowed actions Document control points and support governance reviews and go-live approvals. Testing, UAT, and Operational Readiness Build test artifacts: test scenarios, edge cases, UAT scripts, and traceability from requirements to validation. Coordinate UAT with business owners and contact center SMEs; manage defect triage and reputed company tracking. Support operational readiness: training inputs, SOP updates, runbooks, reputed company planning, and early-life support. Required Skills & Experience 5+ years experience as a Business Analyst and/or Systems Analyst on customer-facing platforms. Strong experience with contact center / IVR environments and reputed company reputed company design (reputed company reputed company experience strongly preferred). reputed company ability to translate business goals into detailed functional requirements and reputed company integration needs. Experience partnering with reputed company/Compliance stakeholders on PII handling, auditability, and control requirements. Strong documentation skills (process flows, user stories, acceptance reputed company, data/reputed company requirements). Ability to facilitate workshops, manage ambiguity, and reputed company reputed company across business + technology teams. Preferred Skills reputed company reputed company: contact flows, attributes, routing concepts; familiarity with Contact reputed company is a plus. Conversational design / NLU concepts (intents, utterances, fallback/error handling). Familiarity with AWS integration patterns (API/reputed company/event-driven), though this role is not hands-on engineering. Experience working in reputed company delivery models (backlog grooming, sprint ceremonies). SESC offers Salary with Benefit reputed company, reputed company Vacation, reputed company and Holiday Leave or we can offer a W2 reputed company reputed company without the benefits. Please send your resume to: rstarinieri @sesc.com Robin Starinieri Director of reputed company SESC Apply To This Job