Senior Business Analyst

Location: On-site or Remote (within a similar time zone)

Job Type: Permanent

Language: Arabic preferred, but English-only profiles considered

Start Date: Immediate

Schedule: Sunday to Thursday, following Saudi public holidays.

About the Role

We are seeking a Senior Business Analyst with experience in contact center solutions to play a crucial role in defining business requirements for our AI-powered customer service product. This role will bridge the gap between business needs and technical implementation, ensuring a seamless user experience and efficient product functionality.

About the client

Saudi based company, established in 2018 with the aim of enhancing well-being and prosperity through a range of products and services offered to individuals, as well as public and private entities.

Key Responsibilities

Work closely with stakeholders to gather, analyze, and document business requirements.

Define workflows, process improvements, and system enhancements for an AI-driven contact center.

Collaborate with product managers, UX designers, and developers to translate business needs into technical specifications.

Support Agile development cycles, refining user stories, acceptance criteria, and backlog grooming.

Analyze industry trends and competitors to identify best practices for AI-powered customer service.

Conduct data-driven assessments of customer behavior, agent performance, and service efficiency.

Ensure compliance with customer service standards, data privacy, and security regulations.

Required Skills & Experience

5+ years of experience as a Business Analyst, preferably in a contact center or customer service environment.

Strong knowledge of contact center workflows, CRM integrations, and customer journey mapping.

Experience with AI/automation solutions in customer service.

Proven ability to work in an Agile/Scrum team and manage user stories/backlogs.

Ability to analyze business data, KPIs, and performance metrics to drive decisions.

Strong documentation skills for BRDs, functional specs, and process diagrams.

Nice-to-Have Skills

Experience working with Genesys, Avaya, Cisco, or cloud-based contact centers.

Knowledge of speech analytics, chatbots, and omnichannel customer service.

Understanding of AI-driven automation and NLP technologies.

Join us to help shape the future of AI-powered customer service!