Automation Analyst

We are seeking a forward-thinking Automation Analyst to contribute significantly to our digital transformation efforts and enhance customer experience. In this role, you will lead business analysis for complex, cross-functional projects that are critical to our operations. Collaborating closely with Product Owners, business stakeholders, and IT and Telephony teams, you will gather and analyze evolving business requirements, model current and future processes, and create clear, actionable 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 volumes, and increasing revenue and conversion rates.

Key Responsibilities

Process Audit & Optimization: Conduct comprehensive end-to-end reviews 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 project scope, write detailed user stories, establish acceptance criteria, and maintain refined backlogs for program increment and sprint planning.

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

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

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 knowledge sharing.

Risk & Change Management: Identify potential delivery obstacles 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) and digital 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 using requirements management and process mapping tools such as Jira, Lucidchart, Visio, MS Project, or comparable platforms.

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

Preferred Qualifications and Benefits

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

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

Certifications: Industry-recognized certifications such as CCBA (Certification of Capability in Business Analysis) or equivalent are highly valued.

This role offers an exciting opportunity to be at the forefront of innovation, working with cutting-edge technologies to drive meaningful business impact. If you are passionate about automation and digital transformation, we encourage you to apply.