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Urgent! Business Analyst (IT) V Job Opening In Austin – Now Hiring AVA Consulting
Job Description
Day to Day Responsibilities of this Position and Description of Project:
About the Role:
We are seeking a dynamic and experienced Senior Technical Analyst to drive the strategy and execution for our customer service platform for M&A intiatives, with a strong emphasis on Artificial Intelligence.
You will be at the forefront of innovation, defining how we leverage AI and automation to create seamless, intelligent, and efficient customer experiences.
This role requires a unique blend of technical acumen, a deep understanding of customer service operations, and the ability to translate complex business challenges into scalable product solutions.
You will own the end-to-end product lifecycle, from ideation to launch, and be a key partner to our engineering, design, and operations teams.
This is a chance to directly impact both customer satisfaction and business efficiency on a global scale.
Key Responsibilities:
• Product Strategy & Roadmap: Define and execute a compelling product roadmap for our customer service technology, with a primary focus on AI-powered solutions.
This includes chatbots, virtual assistants, agent-assist tools, and intelligent routing.
• AI Integration & Automation: Identify and prioritize opportunities to use AI and machine learning to automate workflows, reduce handle times, and enhance agent productivity.
Lead the development and launch of these features, ensuring they align with our strategic goals.
• Requirements & User Stories: Partner with cross-functional stakeholders—including customer service operations, engineering, and data science—to gather and document detailed business requirements.
Translate these into clear, actionable user stories and functional specifications for the engineering team.
• Performance Analysis: Define and monitor key performance indicators (KPIs) for new features and products, such as CSAT, FCR, AHT, and automation rates.
Use a data-driven approach to measure impact, inform product iterations, and report on business outcomes.
• Stakeholder Alignment: Serve as the product expert and champion for your domain.
Communicate vision, progress, and results to stakeholders at all levels, ensuring alignment and buy-in across the organization.
• Industry Expertise: Stay on top of emerging trends in contact center technology, conversational AI, and customer service to inform our long-term product vision.
Required Qualifications:
• + years of experience as a Product Manager, with a focus on enterprise BB or BC software.
• Strong, hands-on experience with a leading Contact Center as a Service (CCaaS) platform, specifically Genesys Cloud.
This includes a deep understanding of its routing, IVR, and API capabilities.
• Demonstrated experience building and launching products that leverage AI, machine learning, or conversational AI technologies.
• Deep understanding of core contact center operations, agent workflows, and key performance metrics (, AHT, CSAT, FCR).
• Strong analytical skills with the ability to use data to inform decisions and measure success.
• Exceptional communication and collaboration skills to work effectively with both technical and non-technical teams.
Preferred Qualifications:
• Experience with Salesforce Service Cloud or other major CRM platforms.
• Familiarity with WEM tools (Workforce Engagement Management) and their integration with contact center platforms.
• Experience working with data visualization tools such as Tableau, Power BI, or similar.
• A technical background in software development, data science, or a related field.
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Unlock Your Business Analyst Potential: Insight & Career Growth Guide
Real-time Business Analyst Jobs Trends in Austin, United States (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Business Analyst in Austin, United States using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 94090 jobs in United States and 1085 jobs in Austin. This comprehensive analysis highlights market share and opportunities for professionals in Business Analyst roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! AVA Consulting is currently hiring and seeking a Business Analyst (IT) V to join their team. Feel free to download the job details.
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An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at AVA Consulting adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Business Analyst (IT) V Jobs United States varies, but the pay scale is rated "Standard" in Austin. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Business Analyst (IT) V typically include Computer Occupations and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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