Business/Data Analyst - AI Focused

Job Description Data Analysis & AI Performance Evaluation u2022u2003Analyze call data to determine whether the AI system is performing as expected. u2022u2003Review 20u201350 calls per day to assess intent recognition, routing accuracy, and conversational quality. u2022u2003Use native reporting tools, Excel, and (ideally) Power BI to surface insights and performance trends. u2022u2003Identify gaps, misroutes, and opportunities for improvement. Business Analysis & Process Mapping u2022u2003Gather requirements from business stakeholders and translate them into clear documentation. u2022u2003Map current state and future state processes using Visio or similar tools. u2022u2003Convert business needs into graphical flows for conversational design teams. u2022u2003Support design sessions for conversational flows, IVR logic, and AI enabled routing. Testing & Implementation Support u2022u2003Develop and execute test cases for conversational flows (voice and chat). u2022u2003Validate backend logic to ensure the AI behaves according to requirements. u2022u2003Support implementation, regression testing, and post deployment validation. u2022u2003Understand how different customers phrase the same intent and ensure the system handles variations. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: Skills and Requirements u2022u200310+ years of experience in contact center operations, IVR, call routing, or CX analytics. u2022u2003Experience participating in an AI conversion (IVR u2192 conversational AI) or similar transformation. u2022u2003Strong data analysis skills; ability to interpret call data and performance metrics. u2022u2003Proficiency with Excel; Power BI is a strong plus. u2022u2003Experience with Visio or similar process mapping tools. u2022u2003Familiarity with IVR logic, call trees, and conversational flow testing. u2022u2003Ability to translate business needs into clear requirements and test plans. u2022u2003Strong communication skills and comfort working with cross functional teams.

Created: 2026-02-23