Business Analyst

Infotree Global Solutions is seeking a Business Analyst to support the Lead Product Manager in implementing AI-enabled capabilities for contact center associates. The role involves collaborating with various teams to gather and document product requirements, ensuring effective delivery of AI-supported guidance experiences.

Responsibilities:

• Support the Lead Product Manager in defining and delivering AI capabilities that provide real-time guidance to front-office contact center associates
• Engage cross-functional stakeholders across IT, Operations, Readiness, Product, and business teams to understand needs, priorities, constraints, and implementation considerations
• Facilitate requirements-gathering sessions, stakeholder interviews, process reviews, and working sessions to identify business, operational, technical, and readiness requirements
• Translate stakeholder needs into clear, testable, and actionable requirements, including features, user stories, acceptance criteria, business rules, process flows, and supporting documentation
• Create, refine, and maintain product backlog items in Azure DevOps, ensuring requirements are complete, prioritized, traceable, and aligned to business outcomes
• Participate in core Agile team ceremonies, including backlog refinement, sprint planning, daily stand-ups, sprint reviews, retrospectives, and system demos, as needed
• Represent product requirements during Agile team discussions and help clarify business intent, user needs, acceptance criteria, and expected outcomes
• Partner with Product Owners, Scrum Masters, engineers, UX, QA, data science, AI/ML, architecture, compliance, and operations partners to support successful delivery
• Support readiness planning by helping identify associate impacts, workflow changes, training needs, operational dependencies, and adoption considerations
• Collaborate with testing and quality partners to support test scenario development, user acceptance testing, defect triage, and validation of delivered functionality
• Track and communicate requirement decisions, dependencies, risks, issues, assumptions, and open questions to the Lead Product Manager and relevant stakeholders
• Help ensure delivered solutions align with front-office associate needs, contact center workflows, business policies, compliance expectations, and product objectives
• Support measurement and feedback loops by helping define success metrics, adoption indicators, and operational feedback mechanisms

Requirements:

• Experience as a Business Analyst, Product Analyst, Systems Analyst, Product Owner support analyst, or similar role supporting technology delivery
• Experience gathering, analyzing, documenting, and managing business and functional requirements across multiple stakeholder groups
• 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 to manage backlog items, requirements, and delivery status
• Experience working with Agile Scrum teams and participating in Agile ceremonies
• Strong facilitation skills, including the ability to lead stakeholder discussions, ask effective discovery questions, and drive alignment across groups
• Strong written and verbal communication skills, with the ability to translate business needs into clear requirements for technical and non-technical audiences
• Demonstrated ability to work across Product, IT, Operations, Readiness, and business stakeholder groups
• Strong organizational skills with the ability to manage multiple priorities, dependencies, and workstreams in a fast-paced delivery environment
• Analytical mindset with attention to detail, problem-solving skills, and the ability to identify gaps, risks, and impacts
• Experience supporting AI, machine learning, natural language processing, agent assist, decision support, or real-time guidance capabilities
• Experience supporting contact center, customer service, front-office, or associate-facing technology initiatives
• Experience with AI-enabled workflow tools, knowledge management platforms, CRM systems, telephony/contact center platforms, or desktop guidance solutions
• Familiarity with human-centered design, associate experience design, journey mapping, or workflow analysis
• Experience supporting operational readiness, training readiness, deployment planning, or change adoption
• Experience working in a SAFe, Agile Release Train, or scaled Agile delivery environment
• Familiarity with data, analytics, model performance, feedback loops, prompt/response evaluation, or AI governance considerations
• Healthcare, insurance, or regulated industry experience