Conversational AI (ConvoAI) System Analyst
We are seeking an experienced Conversational AI (ConvoAI) System Analyst to lead the analysis, design, implementation, and optimization of AI-powered conversational solutions across customer service, contact center, and enterprise business functions. The ideal candidate will bridge business stakeholders and technical teams, translating business requirements into scalable AI chatbot, voicebot, and virtual assistant solutions leveraging Large Language Models (LLMs), Natural Language Understanding (NLU), and enterprise integrations.
This role requires strong analytical skills, AI platform knowledge, API integration experience, and the ability to collaborate with Product Managers, Data Scientists, AI Engineers, and business users to deliver intelligent conversational experiences.
Key Responsibilities Business Analysis- Gather, analyze, and document business requirements for conversational AI initiatives.
- Conduct stakeholder workshops to understand customer journeys and automation opportunities.
- Translate business processes into conversation flows and AI use cases.
- Create user stories, functional specifications, and acceptance criteria.
- Design chatbot and voicebot conversation flows.
- Define intents, entities, dialog management, prompts, fallback handling, and escalation strategies.
- Optimize user experience (UX) for conversational interfaces.
- Develop knowledge structures for Retrieval-Augmented Generation (RAG) solutions.
- Evaluate AI models for intent recognition and response accuracy.
- Analyze conversation analytics to improve customer experience.
- Monitor AI performance metrics including:
- Intent Recognition Accuracy
- Containment Rate
- Resolution Rate
- CSAT
- Average Handle Time (AHT)
- Hallucination Rate
- Deflection Rate
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