Business Analyst - Voice AI Solutions

Job Summary:

We are seeking a detail-oriented and delivery-focused Business Analyst to join a growing product organization building next-generation conversational AI solutions for the financial services industry.

In this role, you will act as the bridge between business, compliance, engineering, and client stakeholders - translating regulated, domain-heavy business needs into clear, actionable requirements for a voice AI platform.

You will own requirement lifecycle activities across discovery, design, delivery, and post-launch iteration, and help shape a product that operates at the intersection of generative AI, contact-center telephony, and stringent regulatory obligations.

Key Responsibilities:

Requirements Engineering & Business Analysis:

- Elicit, analyze, and document business requirements for conversational AI, voice, and contact-center automation solutions through workshops, interviews, and process observation.

- Translate business needs into functional specifications, user stories, acceptance criteria, and process models that engineering and QA can act on without ambiguity.

- Author and maintain Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), and requirement traceability matrices across the full delivery lifecycle.

- Partner with product managers and delivery leads to groom, refine, and prioritize the backlog based on customer impact, regulatory obligation, and technical feasibility.

- Support UAT planning, scenario definition, defect triage, and business sign-off activities.

Domain & Regulatory Alignment:

- Map US financial-services regulatory requirements (FDCPA, Regulation F, SCRA, TCPA, PCI-DSS, state-level consent laws) into functional and non-functional specifications.

- Partner with compliance officers and legal counsel to validate call flows, mandatory disclosures, consent language, and verbatim script requirements.

- Author disposition-code taxonomies, exception handling flows, and cease-and-desist processing rules aligned with regulatory intent.

- Ensure that requirements support audit trail capture, transcript retention, and post-call compliance monitoring end-to-end.

- Identify prohibited practices and design guardrails for third-party disclosure, reverse PII, and hallucination prevention.

Solution Design & Integration Analysis:

- Analyze and document integration requirements across core collection platforms, telephony infrastructure, payment gateways, and CRM systems.

- Define data flows, API contracts, event schemas, and integration edge cases in partnership with solution architects and integration leads.

- Contribute to conversation flow design, dialog modeling, intent taxonomies, and negotiation logic (including waterfall offer sequencing and settlement rules).

- Analyze failure modes and design graceful fallback paths, including warm transfer to human agents, retry policies, and system-outage playbooks.

- Support solution feasibility assessments, gap analyses, and vendor evaluations where third-party components are in scope.

Stakeholder & Delivery Management:

- Serve as a trusted partner to product owners, engineering leads, compliance officers, QA leads, and client stakeholders across multiple concurrent workstreams.

- Translate ambiguous or evolving business needs into structured, testable specifications that unblock delivery.

- Drive requirement clarifications during sprint execution and change control activities.

- Present analysis findings, trade-off assessments, and decision options clearly to senior leadership and client-facing forums.

- Contribute to release planning, go-live readiness, change management, and hypercare transition documentation.

Qualifications & Experience:

- Bachelor's or Master's degree in Business Administration, Information Systems, Computer Science, Finance, or a related field.

- Minimum of 6+ years of experience as a Business Analyst in technology-led product, platform, or transformation delivery.

- Demonstrated experience delivering requirements for conversational AI, IVR, contact-center automation, or voice-enabled applications.

- Strong working knowledge of US collections regulation (FDCPA, Regulation F, TCPA) and payment-data handling standards (PCI-DSS).

- Proven ability to author BRDs, FRDs, user stories, process flows (BPMN/UML), and traceability matrices at production quality.

- Hands-on experience with agile delivery frameworks (Scrum, Kanban) and requirement management tooling (JIRA, Confluence, Azure DevOps, Aha! or equivalent).

- Working understanding of REST APIs, webhooks, event-driven architectures, and enterprise integration patterns.

- Excellent facilitation, stakeholder management, and written communication skills, with the ability to move fluidly between business and technical audiences.

- CBAP, PMI-PBA, IIBA-AAC (Agile Analysis), or equivalent certification is a strong plus

Skills

IT Business Analyst, IT Product Management, IT Change Management, Solution Design