Senior AI Chatbot Business Analyst

Senior AI Chatbot Business Analyst Position Summary: We are seeking a Business Analyst with deep expertise in AI-driven chatbot solutions to lead initiatives focused on enhancing customer care experience and improving deflection rates through intelligent automation. This individual will act as the bridge between business and technology teams-defining chatbot strategies, shaping AI capabilities, and ensuring the solutions deliver measurable business value. Key Responsibilities: • Partner with business stakeholders to identify high-impact use cases for chatbot automation and self-service capabilities in retail customer interactions. • Collaborate with technology and customer care teams to define chatbot requirements, workflows, intents, and training data strategies. • Develop and manage roadmaps for chatbot enhancement, focusing on increasing deflection rate, resolution accuracy, and customer satisfaction. • Analyze performance metrics (CSAT, containment, FCR, AHT) and drive continuous improvement through conversational design, NLP tuning, and AI model refinements. • Conduct functional assessments and gap analyses to identify opportunities for integrating chatbot with CRM, order management, and support platforms. • Define and document functional requirements, business processes, and user stories for AI-based conversational interfaces. • Stay current on emerging AI, GenAI, and conversational commerce trends and advise on their applicability to the retail environment. • Facilitate workshops and training sessions for business and support teams to maximize adoption and effective utilization of the chatbot platform. • Ensure chatbot aligns with brand tone, compliance standards, and data privacy guidelines. Required Qualifications: • Proven experience enabling or optimizing chatbots, virtual assistants, or conversational AI solutions (e.g., using platforms like Google Dialogflow, Microsoft Copilot, IBM Watson, or Amazon Lex). • Strong understanding of AI/ML fundamentals, natural language understanding (NLU/NLP), and how these apply to improving self-service and automation. • Demonstrated success in improving deflection rates and customer engagement metrics through automation or digital transformation initiatives. • Excellent skills in stakeholder management, requirements definition, and cross-functional collaboration. • Strong analytical mindset with the ability to interpret chatbot analytics and convert insights into action plans. Preferred Qualifications: • Experience working with AI-powered retail solutions, such as personalized product recommendations or conversational commerce. • Familiarity with CRM and ticketing systems (e.g., Salesforce, ServiceNow, Zendesk). • Exposure to GenAI applications in customer support and content generation. • Exceptional communication and presentation skills; ability to influence both business and technical stakeholders. Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals. Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.