Automation Analyst

We are seeking a visionary Automation Analyst to drive digital transformation initiatives and enhance customer experiences within our organization. In this role, you will lead business analysis efforts for complex, cross-functional projects that are critical to our operations. Collaborating closely with Product Owners, business stakeholders, and IT & Telephony teams, you will capture evolving business requirements, model current and future processes, and develop clear user stories and technical specifications. Your work will directly support agile scrum teams by delivering well-defined tasks aimed at reducing contact center handle times, improving call routing, deflecting call volume, and increasing revenue and conversion rates.

Key Responsibilities

Process Audit & Optimization: Conduct comprehensive end-to-end analyses of key business processes to identify automation opportunities that improve system reliability, increase efficiency, and generate cost savings.

Requirements & Story Mapping: Work alongside business subject matter experts and Product Owners to define scope, write detailed user stories, establish acceptance criteria, and refine backlogs for program increment and sprint planning.

Conversational AI & Telephony Integration: Utilize your knowledge of Google Dialogflow, conversational design, and call analytics to enhance requirements for voicebots, chatbots, and contact center deflection strategies.

Testing & Quality Assurance: Develop and execute user acceptance testing scenarios, including use cases, flowcharts, and user journeys, in partnership with technical and business teams to ensure timely and high-quality solution delivery.

Stakeholder Management & Mentorship: Serve as a liaison between business units, software developers, and application support teams. Provide guidance and mentorship to junior analysts to foster team growth and capability.

Risk & Change Management: Identify potential delivery blockers early, mitigate risks proactively, and ensure that solutions align with both commercial objectives and operational constraints.

Required Qualifications

Education: Bachelor’s degree in a technology-related discipline or equivalent practical experience.

Experience: Between 1 to 4 years of demonstrated experience as a Business Systems Analyst or Automation Analyst, actively involved in the software development lifecycle (SDLC) with a focus on digital transformation and automation projects.

Agile & SDLC Methodologies: Proven hands-on experience working within Agile/Scrum, SAFe, or XP frameworks, with a consistent record of delivering projects on schedule and within budget.

Tooling Proficiency: Skilled in requirements management, process mapping, and project management tools such as Jira, Lucidchart, Visio, MS Project, or comparable platforms.

Domain Exposure: Strong background in business process modeling (BPM), use case development, ROI analysis, and user acceptance testing execution.

Preferred Qualifications and Additional Skills

Automation & AI Platforms: Experience or familiarity with automation and AI tools such as Google Dialogflow, OpenAI/ChatGPT, UiPath, AWS services (Lambda, Bedrock, S3), Power Automate, Blue Prism, or Sierra is highly desirable.

Data & Analytics: Practical experience with SQL for business data analysis and familiarity with call analytics tools will be advantageous.

Certifications: Industry certifications like CCBA (Certification of Capability in Business Analysis) or equivalent credentials are considered a strong asset.

This role offers the opportunity to be at the forefront of digital innovation, working with cutting-edge technologies to transform customer interactions and operational efficiency. If you are passionate about automation and business analysis, and eager to contribute to impactful projects, we encourage you to apply.