Brooksource · 2 hours ago
Business Analyst
Stamford, CT
Contract
Onsite
Mid Level
3+ years expBrooksource is seeking a Business Analyst with expertise in customer experience and digital servicing to support their Chat Messaging Product Team at a Fortune 500 Telecommunications client. The role focuses on defining and documenting business requirements for chat enhancements, collaborating with cross-functional teams to optimize customer interactions and drive efficiency in digital servicing.
EmploymentHuman ResourcesInformation Technology
Responsibilities
Develop and own Business Requirement Documents (BRDs) to define chat product enhancements, customer experience improvements, and digital engagement strategies
Collaborate cross-functionally with product managers, UX/UI designers, developers, and chat vendors (e.g., ASAPP) to ensure seamless implementation of chat solutions
Analyze chat performance data, customer interactions, and pain points to identify improvement opportunities
Translate customer needs into clear, actionable business and functional requirements with use cases, process flows, and user stories
Partner with data and analytics teams to define and track KPIs (e.g., containment rate, deflection, CSAT, chat adoption)
Ensure all requirements align with customer expectations, operational feasibility, and business goals
Conduct pre- and post-deployment user testing to validate enhancements and identify potential issues
Facilitate stakeholder discussions, ensuring transparency, alignment, and prioritization of chat initiatives
Document and maintain process improvements to streamline chat interactions and agent handoff experiences
Qualification
Required
3-5+ years of experience as a Business Analyst in digital servicing, chat, or customer experience
Proven ability to create BRDs, user stories, use cases, and process flows for customer-facing products
Strong understanding of chat platforms, AI-powered chatbots, and digital self-service solutions
Experience with business analysis tools (JIRA, Confluence, Microsoft Visio, and other BA documentation software)
Familiarity with Agile and Scrum methodologies in software development
Knowledge of customer experience best practices and UX principles
Excellent analytical, communication, and stakeholder management skills
Preferred
Experience working in telecommunications or digital customer support
Understanding of APIs, web services, and conversational AI (nice to have)
Prior experience with AI-driven chat optimization and automation
Company
Brooksource
Brooksource is a single source for project and supplemental support through contract employment, contract-to-hire labor employment.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ashley Cigolotti
Director, Global Partnerships
Matt Ayala
National Account Executive (Global Partnerships)
Recent News
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