Business Analyst

Title: Technical Business Analyst – Contact Center / Conversational Platforms Location: Cleveland, OH – Hybrid (2–3 days onsite per week) Role Summary KeyBank is looking for a Technical BA to bridge business and technology for projects involving Google Dialogflow, voice/chat bots, Twilio/CPaaS, and integrations with banking platforms. This role will capture requirements, document processes, and support solution design and testing. Key Responsibilities • Work with contact center, digital, and business teams to elicit and document requirements for voice bots, chatbots, and messaging use cases. • Translate business needs into user stories, use cases, flow diagrams, and acceptance criteria. • Document current-state and future-state process flows for customer journeys across voice, SMS, and digital channels. • Collaborate with DS Architect and Technical PM to ensure requirements align with overall architecture and delivery roadmap. • Support backlog grooming, prioritization, and release planning in Agile environments. • Partner with QA and business stakeholders on UAT planning, test case definition, and defect triage. • Perform light technical analysis: review API specs, payloads (JSON), logs, and basic SQL queries to support troubleshooting and validation. Required Skills & Experience • 6+ years as a Business Analyst in IT, with 3+ years in contact center, digital, or conversational AI projects. • Experience working with: • Google Dialogflow or similar conversational platforms • Voice bot / chatbot projects, ideally integrated with banking or financial services • Communication platforms such as Twilio / CPaaS (or Genesys/Avaya/etc.) • Strong skills in requirements gathering, documentation, and stakeholder workshops. • Ability to understand and communicate API integrations, data flows, and system interactions (familiarity with JSON, REST, basic SQL). • Experience working in Agile/Scrum teams using Jira, Azure DevOps, or similar tools. • Excellent written and verbal communication skills, comfortable working with both business and technical teams.