Business Analyst - AI Guidance

Aquent is partnering with a leading organization in the healthcare sector, dedicated to transforming the member and associate experience through cutting-edge technology and strategic initiatives. This is an incredible opportunity to make a significant impact, shaping the future of customer interaction by bringing innovative AI-enabled, real-time guidance tools to life for front-office contact center associates. You will be at the heart of enhancing operational efficiency and empowering associates, directly influencing how exceptional service is delivered. Are you ready to bridge the gap between complex technical solutions and critical business needs? We are seeking a dynamic and insightful professional to join a forward-thinking team. In this pivotal role, you will drive the seamless delivery and operational adoption of transformative AI technologies, directly contributing to a more efficient and empathetic customer service experience. Your work will empower associates with intelligent tools, making a tangible difference in their daily interactions and the overall success of the organization.

Responsibilities

Gather, refine, and translate diverse business needs into clear, actionable features, user stories, acceptance criteria, and process flows, meticulously maintaining a prioritized backlog within leading Agile project management tools; Collaborate extensively with cross-functional teams, including Product, IT, UX, Data Science/AI, and Operations, to ensure alignment on scope, proactively resolve dependencies, and guarantee solution compliance; Actively participate in daily stand-ups, sprint planning, refinement sessions, retrospectives, and demos, serving as the voice of business intent and providing crucial clarifications for delivery teams; Contribute to operational readiness by assisting with associate workflow impact assessments, developing training inputs, creating UAT test scenarios, and triaging defects to ensure smooth post-launch adoption; Maintain comprehensive risk, issue, and decision logs, and support post-implementation tracking through defined success metrics and robust operational feedback loops.

Requirements

3+ years of experience as a Business Analyst, Product Analyst, or in a similar role supporting Agile technology delivery; Proven expertise in writing user stories, business rules, and acceptance criteria, specifically utilizing Azure DevOps (or similar ALM tools); A strong track record of facilitating impactful discovery sessions and effectively bridging technical requirements with overarching business needs; Demonstrated ability to proactively manage dependencies, mitigate risks, and skillfully prioritize multiple initiatives across various cross-functional groups.

Nice to have

Hands-on experience with AI/ML, real-time agent assist platforms, CRM, or contact center technologies; Background in healthcare, health insurance, or other regulated industries; Familiarity with SAFe (Scaled Agile), associate journey mapping, or operational change adoption strategies.

Benefits

subsidized health, vision, and dental plans; paid sick leave; retirement plans with a match; free online training through Aquent Gymnasium.