AI Solutions Business Analyst

Position Overview

As an AI Solutions Business Analyst at Colibri Group, you will assist in the design, build, and implementation of innovative conversational AI solutions, such as AI Agents within the IVR experience, Speech Analytics applications, and Quality Management tools.

You’ll serve as the functional expert throughout the customer journey — from requirements gathering to hands-on no-code development — ensuring solutions are scalable, effective, and aligned to both customer goals and business outcomes.

You'll partner closely with customers, internal cross-functional teams, and implementation partners, enabling high-quality solution delivery and supporting growth through expertise, collaboration, and a customer-first mindset.

What You'll Do

• Partner with Customer Service leaders throughout pilots, proof of concept, and full implementations to gather and document functional requirements for conversational AI solutions.
• Translate business needs and desired outcomes into clear, actionable requirements that guide solution design and development.
• Ensure all solutions are designed with scalability, long-term sustainability, and future enhancement in mind.
• Collaborate with cross functional teams to identify process improvement opportunities and provide analytical insights that support new business initiatives.
• Develop and maintain functional documentation, process maps, solution summaries, and implementation of best practice guides.
• Analyze AI Agent performance, speech analytics insights (call drivers), and quality management (agent) metrics to identify trends, recommend improvements, and communicate findings to stakeholders.
• Lead or support partner enablement efforts, including delivering training, facilitating workshops, conducting demonstrations, and providing real-time guidance as needed.

What You'll Need to Succeed

• 3+ years of experience as a Business Analyst in a customer service, operations, or consulting environment, with exposure to conversational AI solutions or similar technology driven initiatives.
• Hands on experience with conversational AI platforms such as NICE, Cognigy, or comparable tools, along with foundational understanding of NLU/NLP concepts.
• Proven ability to translate business needs into clear, concise functional requirements, including occasional technical specifications.
• Experience using Speech Analytics tools to analyze call drivers, identify trends, and translate insights into actionable process improvement recommendations.
• Strong communication, facilitation, and interpersonal skills, with the ability to collaborate effectively across teams and with stakeholders at multiple levels.
• Customer focused, solution-oriented mindset with a commitment to delivering measurable value.
• Highly organized, self-motivated, and comfortable managing work independently in a dynamic, fast paced environment.
• Demonstrated curiosity and commitment to continuous learning, particularly around emerging technologies and trends in conversational AI and automation.

Key skills/competency

• Conversational AI
• Speech Analytics
• Business Analysis
• Requirements Gathering
• NLU/NLP
• Process Improvement
• Stakeholder Collaboration
• No-code Development
• Quality Management
• Functional Documentation