Business Analyst

Cognizant is a large IT Consulting Firm that leverages modern technologies to transform a variety of business operations. We are seeking a data-driven Business Analyst to design and optimize customer support, teleoperations, and remote assistance workflows for our autonomous taxi (robotaxi) fleet.

In this role, you will act as the bridge between autonomous vehicle operations and rider support. While you will not be performing raw point-cloud or sensor signal processing, you must bring a solid conceptual understanding of the autonomous stack-including ADAS, LiDAR, radar, and camera perception-to accurately translate vehicle events into real-time agent workflows. You will pair this domain literacy with strong SQL, Python, and modern dashboarding skills, alongside hands-on application of GenAI and GenBI, to automate customer interactions and drive fleet performance insights. Please note that this role is fully onsite in Plano, TX.

Role Responsibilities

• Autonomous Fleet & Teleoperations Workflows:
  • Define functional requirements for contact center agents and remote-guidance operators handling robotaxi edge cases (e.g., sensor-degradation alerts, pick-up/drop-off deadlocks, unexpected stops).
  • Translate vehicle health, perception status flags (LiDAR/radar/camera health indicators), and ADAS state transitions into clear operational triggers for the support team.
  • Define and track mission-critical metrics: Time-to-Intervene (TTI), Mean Time to Resolve (MTTR), First Contact Resolution (FCR), and Rider Safety NPS.
• Data Analytics, SQL & Dashboard Engineering:
  • Write complex SQL queries across relational databases and cloud data warehouses (Snowflake, BigQuery, or Redshift) to track intervention trends, fleet exceptions, and call center throughput.
  • Use Python (Pandas, NumPy) for exploratory data analysis, pattern identification in incident data, and automated reporting scripts.
  • Design, build, and maintain production-grade operational dashboards using Power BI, Tableau, or QuickSight to deliver real-time operational visibility to executive and operations teams.
• GenAI & GenBI Implementation:
  • Specify functional requirements for contact center GenAI tools: real-time call summarization, automated agent response recommendations, and context-aware action triggers.
  • Support the rollout of GenBI tools (e.g., Power BI Copilot, ThoughtSpot, Amazon Q) to enable operations stakeholders to query fleet and support data using natural language.
  • Collaborate with AI engineers to design safety guardrails, prompt templates, and evaluation criteria for customer-facing conversational agents inside the vehicle.
• Agile Delivery & Product Backlog:
  • Author detailed PRDs, user stories, acceptance criteria, and process flow diagrams (BPMN) in Jira and Confluence.
  • Partner with Teleoperations Leads, Fleet Operations, Data Engineers, and CCaaS engineering teams to deliver iterative platform upgrades.

Desired Skills & Experience

• Domain Knowledge:

  • We would prefer someone with 3+ years in the Automotive, ADAS, Autonomous Mobility, Connected Vehicle, or Fleet Telematics domain. This is not a hard requirement.

  • Conceptual literacy of autonomous vehicle systems: LiDAR, Radar, Cameras, Ultrasonic sensors, and ADAS, including how sensor state degradation (weather, occlusion, hardware fault) impacts fleet routing and safety escalations (no low-level sensor signal processing required).
  • Familiarity with autonomous vehicle concepts: ODD (Operational Design Domain), disengagements, remote assist vs. direct drive, and SAE autonomy levels (L3-L5).
• Analytics & Technical Toolkit:
  • SQL: Advanced capabilities in joining multi-table schemas, writing window functions, query optimization, and aggregations.
  • P ython: Strong working knowledge for data extraction, manipulation (Pandas), and incident data parsing.
  • BI & Data Visualization: Demonstrated track record building high-impact operational dashboards in Tableau, Power BI, or Looker.
  • GenAI / GenBI: Hands-on exposure to implementing or evaluating LLM-driven features (e.g., prompt workflows, conversational AI, natural language querying for BI).
• Business Analysis & Operations:
  • Proven experience in requirements gathering, process mapping, and root-cause analysis.
  • Exposure to modern Contact Center / CCaaS platforms (e.g., Amazon Connect, Genesys, Twilio Flex) is a distinct advantage.

Salary and Other Compensation:

The annual salary for this position is between $110,000 - $140,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.