Technical Business Analyst

Job Summary
Our client, a leading telecommunications provider, is seeking a Technical Business Analyst to join their team. In this role, you will lead customer journey analysis and requirements definition for high-impact merger and integration initiatives across Conversational IVR and Intelligent Virtual Assistant (IVA) platforms.

Core Responsibilities

• Review, analyze, and dissect end-to-end Customer Experience (CX) and system flows between Conversational IVR, IVA, chat, and digital self-service platforms across merging systems to identify capabilities, dependencies, pain points, and opportunities
• Conduct comprehensive gap assessments and build structured cross-platform capability matrices comparing current-state and future-state experiences to align multi-system user journeys
• Translate business needs, customer interactions, and gap analyses into a clear, phased integration program plan and roadmap
• Draft clean, comprehensive, and defensible Business Requirements Documents (BRDs), functional specifications, user stories, use cases, process flows, and acceptance criteria
• Support the evolution of conversational experiences using Generative AI, LLMs, and agentic AI architectures—analyzing opportunities where AI agents can reason, orchestrate workflows, call tools/APIs, retrieve data, and complete multi-step tasks
• Analyze and define intelligent escalation and human-handoff experiences, including routing logic, conversation summarization, context transfer, and the information required for live agents to seamlessly continue an AI-driven interaction

Required Skills/Experience (Must-Haves)

• 5+ years of experience as a Business Analyst, Technical BA, or Product Analyst focused on customer-facing technology, Digital IVR, chat, and IVA platforms
• Proven track record in customer journey analysis, current-state/future-state gap assessments, and business requirements definition
• Hands-on experience designing, implementing, or supporting enterprise Conversational IVR and AI-driven virtual assistant solutions
• Exposure to Generative AI and Large Language Models (LLMs), with experience or meaningful exposure to agentic AI concepts (workflow orchestration, tool/API calling, and multi-step task completion)
• Strong technical acumen, including solid SQL skills, understanding of system integrations, APIs, data flows, and technical dependencies

Preferred Skills/Experience (Nice-to-Haves)

• Direct experience supporting technology integrations, gap analyses, or platform unifications during corporate mergers/acquisitions (pre-, during, or post-merger).
• Experience designing or supporting human-in-the-loop workflows and seamless transitions between conversational AI/self-service and live customer service agents.
• Experience with enterprise conversational AI platforms and vendors (e.g., ASAPP, Nuance, Genesys, Kore.ai).
• Background working within large-scale telecommunications, cable enterprise environments, or large-scale digital servicing environments.
• Strong understanding of conversational AI flow mapping, NLU/NLP models, omnichannel routing, and defining KPIs (containment, deflection, CSAT, adoption).

Key Competencies & Behaviors

• Driven self-starter with strong analytical horsepower and an outgoing, proactive personality who can dissect flows, document cleanly, and move broad/ambiguous projects forward without micromanagement.
• Intellectual curiosity and confidence to challenge assumptions, ask smart questions, and build strong relationships across teams.
• Exceptional ability to build structured gap matrices, break down complex multi-system dependencies, and translate findings into phased implementation plans.
• Able to articulate technical trade-offs, align cross-functional teams, and present clear options and recommendations to leadership.

Work Environment 

• Location: Stamford, CT 
• Work Schedule: Hybrid (4 days onsite, 1 day remote)
• Contract

Compensation & Benefits

• Pay Range: The approximate pay range for this position is $33.00 and $48.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.
• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered

About KellyMitchell
At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice.

Marketing Disclosure
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from KellyMitchell and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.careers.kellymitchell.com/privacy-policy

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