Business Analyst - AI

Job#: 3045744

Job Description:
Business Analyst - AI

Location: Remote

Role Overview

An opportunity is available for a Business Analyst to support the delivery of AI-enabled solutions that provide real-time guidance to contact center associates. This role will partner with Product, IT, Operations, Readiness, and Agile delivery teams to gather requirements, manage backlog items, and help deliver associate-facing technology solutions. The ideal candidate will have experience in Agile environments, writing user stories and acceptance criteria, facilitating stakeholder discussions, and translating business needs into actionable product requirements.

Key Responsibilities

• Support the Lead Product Manager in defining and delivering AI capabilities that provide real-time guidance to front-office contact center associates.
• Facilitate discovery sessions, stakeholder interviews, requirements workshops, and process reviews.
• Translate stakeholder needs into clear, testable, and actionable requirements, including features, user stories, acceptance criteria, business rules, and process flows.
• Create, refine, and maintain product backlog items within Azure DevOps.
• Participate in core Agile ceremonies including sprint planning, backlog refinement, daily stand-ups, reviews, and retrospectives.
• Collaborate with Product Owners, Scrum Masters, engineers, UX, QA, data science, AI/ML, architecture, compliance, and operations partners throughout delivery.
• Support testing activities, User Acceptance Testing (UAT) planning, defect triage, and validation of delivered functionality.
• Track and communicate requirement decisions, dependencies, risks, issues, and assumptions.
• Assist with operational readiness, workflow changes, training considerations, and adoption planning.
• Support the measurement of business outcomes, adoption metrics, and feedback mechanisms.

Required Qualifications

• 3+ years of experience as a Business Analyst, Product Analyst, Systems Analyst, or a similar role supporting technology delivery.
• Experience gathering, analyzing, and documenting business and functional requirements across multiple stakeholder groups.
• Strong experience writing user stories, acceptance criteria, business rules, process flows, and other Agile delivery artifacts.
• Experience using Azure DevOps or a similar Agile lifecycle management tool.
• Experience working within Agile Scrum delivery teams and participating in Agile ceremonies.
• Strong stakeholder management and facilitation skills, with the ability to lead discussions and drive alignment.
• Excellent written and verbal communication skills, with the ability to translate business needs for technical and non-technical audiences.
• Demonstrated ability to work across Product, IT, Operations, Readiness, and business stakeholder groups.
• Analytical mindset with attention to detail and problem-solving skills.
• Experience managing multiple priorities and workstreams in a fast-paced environment.

Preferred Qualifications

• Experience supporting AI, machine learning, natural language processing, or real-time guidance solutions.
• Experience supporting contact center, customer service, or associate-facing technology initiatives.
• Experience with CRM platforms, knowledge management systems, or contact center technologies.
• Familiarity with human-centered design, associate experience design, or workflow analysis.
• Knowledge of operational readiness, training readiness, and change management practices.
• Experience in SAFe or scaled Agile environments.
• Familiarity with AI governance, data, analytics, model performance measurement, or feedback loops.
• Experience in healthcare, insurance, or another regulated industry.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex 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

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

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