Role: Technical Business Analyst
Location: Charlotte, NC (Onsite)
Fulltime – Permanent
Job Description
• Lead requirements gathering sessions with business partners, technology teams, and other stakeholders to define scope, objectives, business needs, success criteria, and implementation considerations for Employee Virtual Assistant capabilities.
• Create clear, thorough, and well-structured technical documentation, including business requirements, functional specifications, process flows, conversational design documents, decisioning logic, data mappings, and integration details.
• Translate stakeholder requirements into actionable conversational AI design documents that enable developers, conversational designers, testers, and product stakeholders to deliver high-quality virtual assistant experiences.
• Demonstrate a clear understanding of APIs, web services, request and response structures, validation logic, exception handling, and data decisioning logic used to support virtual assistant experiences.
· Create and maintain Jira epics, stories, acceptance cr iteria, and supporting documentation that clearly define expected behavior, user outcomes, business rules, dependencies, and testable success conditions.
· Deliver assigned work on time while proactively identifying risks, blockers, and dependencies; communicate status clearly and contribute to mitigation plans that keep projects moving forward.
· Communicate effectively with cross-functional technical and non-technical teams, including product owners, developers, QA resources, business partners, vendor partners, and leadership stakeholders.
• Apply analytical and systems-thinking skills to understand business processes, technical impacts, user journeys, and operational dependencies within a virtual assistant ecosystem.
• Support conversational AI design efforts by applying strategies that improve answer effectiveness, reduce friction, and deliver a strong user experience that contributes to high customer satisfaction.
• Review and understand business processes configured within vendor tools, including the ability to interpret workflow logic, branching conditions, decision rules, and basic code or configuration logic.
• Support quality assurance by reviewing requirements, validating expected behavior, identifying gaps or defects, assisting with test planning, and ensuring delivered functionality aligns to documented acceptance criteria.
• Analyze large data sets, operational metrics, and dashboards such as Tableau to identify trends, prioritize opportunities, and recommend enhancements that improve virtual assistant effectiveness and technology issue resolution.
• Excellent communication skills, including the ability to explain complex technical and business concepts through written documentation, diagrams, charts, dashboards, presentations, and stakeholder discussions.