AI Business Analyst (Customer Support / BPO)

Key Responsibilities:

• Analyze company business processes (primarily in customer support) and identify opportunities for automation.
• Collect feedback from project managers and teams, and translate it into clear requirements and technical specifications.
• Research the market for AI solutions and automation providers (chatbots, voice-bots, QA automation, RPA).
• Communicate with vendors, evaluate their proposals, and select the most relevant and cost-effective solutions for the business.
• Prepare cost-benefit analyses (e.g., estimating the impact of automation on reducing FTEs on specific projects).
• Translate business needs into technical requirements for IT specialists.
• Support solution implementation and ensure alignment with business objectives.

Requirements:

• Experience as a Business Analyst or Product Analyst in BPO, contact centers, or customer support projects.
• Practical understanding of AI and automation tools (at the application level, not development).
• Strong communication skills — ability to interact effectively with both business stakeholders and technical teams.
• Experience working with vendors and evaluating the effectiveness of implemented solutions.
• English language proficiency at B2 level or higher.