Business Analyst (AI)

TL;DR

Business Analyst (AI): Modernizing contact centers by leading discovery workshops and translating customer requirements into functional specifications, user stories, acceptance criteria, and AI agent scripts with an accent on Amazon Connect, interaction analysis, requirements traceability, and measurable customer experience improvements. Focus on mining recorded calls and chats to uncover undocumented processes, diagnosing self-service containment failures, and guiding designs through UAT and release verification.

Location: 100% remote, based in Mexico. Visa sponsorship is not available now or in the future.

Company

hirify.global is an AI-first cloud services company and AWS Premier Tier Services Partner helping organizations modernize technology and bring intelligent products into production.

What you will do

• Lead discovery workshops with contact center operations, IT, compliance, and other customer stakeholders.
• Translate business needs into functional requirements, user stories, acceptance criteria, process maps, BRDs, and traceability matrices.
• Map legacy platforms such as Avaya, Genesys, and NICE to Amazon Connect capabilities, identifying configuration gaps and custom development needs.
• Analyze recorded voice and chat interactions, evaluate call quality, and identify process gaps, exception paths, and self-service containment failures.
• Define AI agent scripts, call guides, escalation paths, compliance language, and measurable contact center success criteria.
• Facilitate UAT, triage defects, manage change impacts, support governance, and mentor junior business analysts.

Requirements

• 5+ years of business analysis experience and at least 1 year supporting contact center, CCaaS, or customer experience technology implementations.
• 5+ years of experience analyzing call center interactions as a process discovery method.
• Working knowledge of Amazon Connect or comparable platforms such as Genesys, Avaya, Cisco, or NICE.
• Ability to write clear functional requirements, user stories, and acceptance criteria for engineering teams.
• Knowledge of contact center KPIs including AHT, containment, CSAT/NPS, SLA, and retention.
• Strong workshop facilitation, stakeholder management, documentation, diagramming, Microsoft Office, and basic SQL or reporting-tool skills.

Nice to have

• Experience with conversational AI and self-service platforms such as Amazon Lex or Amazon Q in Connect.
• Background in government, healthcare, or financial services.
• Consulting or client-delivery experience.
• Experience with QuickSight, Tableau, Power BI, Python, or other AI tools.

Culture & Benefits

• Fully remote work with a worldwide team.
• Generous holidays and flexible paid time off.
• Competitive phantom equity and peer bonus awards.
• Paid exams and certifications, professional development planning, and an annual learning and development stipend.
• Company-provided laptop, tools, equipment, and office stipend.