Business Analyst - AI Guidance

Partnering with Aquent, a leading organization in the healthcare sector is seeking dedicated talent to drive innovation. This organization is committed to enhancing the experience of its members and associates through cutting-edge technology and strategic initiatives.

Are you ready to make a significant impact by shaping the future of customer interaction? We are looking for a dynamic and insightful professional to join a forward-thinking team. In this pivotal role, you will be instrumental in bringing AI-enabled, real-time guidance tools to life for front-office contact center associates. You will be at the heart of transforming operational efficiency and associate empowerment, directly influencing how the organization delivers exceptional service. This is your chance to bridge the gap between complex technical solutions and critical business needs, driving seamless delivery and operational adoption of transformative AI technologies.

What You'll Do

• 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.

Required Qualifications That Will Make You Successful

• 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.

Preferred Qualifications That Will Set You Apart

• 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.

Core Deliverables You Will Own

• ADO Backlog Items (Features, User Stories, Acceptance Criteria)
• Process flows (Current vs. Future State) and workflow impact assessments
• Business rules and decision-logic documentation
• UAT scenarios, risk/dependency logs, and sprint demo support materials

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.