Business Analyst

The Opportunity

Few people think about all the nuances and layers of detail that go into making a product — but that’s exactly what our Business Analysts do. Working at the intersection of business strategy and AI delivery, they partner closely with Product Leads, Delivery Leads, Design, Engineering, and cross-functional teams in Operations, Training, and Quality to understand the real problems the business is facing and translate them into clear, actionable requirements.

In this role you won’t just document requirements — you’ll uncover them. You’ll dig into contact center workflows and operational pain points, facilitate workshops that focus on the areas that drive the most impact, and help shape the strategy and roadmap for how our AI products solve real business challenges. You’ll bridge the gap between high-level business objectives and the detailed specifications that engineering and product teams need to bring solutions to life.

Responsibilities

• Partner with stakeholders across Operations, Training, Quality, Product, and Engineering to understand business needs, objectives, and the pain points driving them.
• Conduct discovery and requirements-gathering sessions, mapping current-state processes so the team understands what is being impacted and why.
• Plan and facilitate workshops that hyper-focus on the highest-impact areas — keeping diverse groups aligned and moving toward the most valuable planning and strategy decisions.
• Break down abstract, ambiguous client needs into precise product requirements, user stories, acceptance criteria, and technical tickets for the engineering team.
• Manage requirement backlogs and help keep development running smoothly.
• Build a shared understanding of product requirements across the internal team and with the business.
• Work closely with product designers to build experiences that align with business goals and support end-user need
• Participate in scope management and feature prioritization conversations.
• Produce clear, engaging documentation — process maps, requirements, feature documentation, user guides, and release notes — using standardized templates.
• Prepare for and confidently deliver demos and walkthroughs (including AI tooling such as Agent Trainer), arriving with inputs ready and engaging the audience throughout.

Qualifications

• At least 3 years of experience in a role with similar responsibilities.
• Strong communication skills, with a proactive, solution-oriented mindset and strategic problem-solving ability.
• Experience gathering requirements and documenting business processes, with the ability to articulate what a change impacts and why.
• Demonstrated ability to facilitate workshops or working sessions, keeping participants engaged and aligned toward clear outcomes.
• Comfort with ambiguity and role flexibility — able to operate effectively where processes are lean or move quickly.
• Strong technical fluency with LLMs and AI applications, including a working understanding of how prompt engineering drives the tools this role supports. This role is often the most technical person in the room during sessions, so the ability to explain LLM fundamentals and product architecture is essential.
• An understanding of the software development life cycle (SDLC) and experience working on software development projects.
• Experience writing user stories, acceptance criteria, and/or requirements documentation.
• An understanding of Agile development methods.
• Demonstrated ability to champion projects from beginning through implementation.
• Ability to build relationships and collaborate with a wide range of team members and stakeholders from different backgrounds.
• Self-starter who takes initiative in solving problems and can self-manage commitments and deadlines.
• Proficient in communicating and writing in English.
• Even if you don’t have expertise in all of the qualifications listed, we value new perspectives and backgrounds and encourage you to apply. We’re committed to building a diverse company that reflects the diversity of our users. We’re committed to a growth mindset.

Bonus Points

• Contact center experience or familiarity with contact center operations, training, or quality functions.
• In-depth software development knowledge.
• Experience with AI products and/or hands-on familiarity with LLM-based tooling.
• Certifications such as CSM, CSPO, PMP, SA, SPC,etc.
• Experience with cloud-based infrastructure and services.