Job Description

IT Business Analyst

Location: Charlotte, NC Hybrid: (4/1 weekly)

Duration: 6-month contract with potential for extension or full-time conversion

W-2 only (no Corp-to-Corp or 1099)

We are seeking a highly analytical and technically skilled Business Analyst contractor to support our Virtual Channels team. The ideal candidate will bring expertise in Customer Experience (CX) Design for voice/chat applications or a strong background in Artificial Intelligence (AI), Natural Language Understanding (NLU), and Natural Language Processing (NLP). This role focuses on enhancing customer interaction tools through functional and technical analysis, with a goal of improving user experience and operational efficiency.

Key Responsibilities

• Conduct in-depth technical and functional analysis for IVR, IVA Chat, and Call Center Desktop tools.
• Collaborate with cross-functional teams to gather business requirements and translate them into actionable technical specifications.
• Design and optimize CX features in voice and chat applications to elevate customer engagement.
• Apply AI, NLU, and NLP technologies to enhance communication tools and automate interactions.
• Create detailed documentation, including functional specs and implementation plans.
• Support testing, deployment, and continuous improvement of new features and enhancements.
• Provide ongoing analytical insights to drive performance and user satisfaction.

Qualifications & Skills

• Proven experience as a Business Analyst in CX Design or AI/NLU/NLP domains.
• Strong understanding of voice/chat applications in customer service environments.
• Excellent analytical and problem-solving skills with the ability to bridge business and technical needs.
• Proficiency with Agile methodologies and project management tools.
• Strong verbal and written communication skills for clear stakeholder engagement.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.

Desired Qualifications:

• Experience in telecommunications

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

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