Business Systems Analyst - AI and Virtual Agent (Onsite)

First Service Credit Union•Houston, TX

28d•Onsite

About The Position

Role: The Business Systems Analyst serves as the organization's subject matter expert for AI-driven interaction platforms, including the Kore.ai virtual voice and digital agent and other automation technologies. This role is responsible for understanding how automated conversations behave in real operational scenarios and ensuring the systems respond accurately, consistently, and in alignment with business intent. The analyst develops deep functional knowledge of conversational flows, intents, training data, and configuration, and translates operational needs into clear requirements for implementation. The role works closely with operations and technology teams to refine automation, improve customer experience, and prevent inconsistent or unintended behavior. This position supports business decision-making but does not establish business policy or product strategy.

Requirements

One to three years of similar or related experience in banking, contact center operations, automation platforms, or customer service workflow environments.
A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree)
Work involves regular collaboration with operations, IT, and business stakeholders. Requires diplomacy, discretion, and the ability to communicate clearly across technical and non-technical audiences.
Strong analytical thinking and problem-solving ability.
Ability to understand how users interact with systems and why failures occur.
Strong written communication and documentation skills.
Understanding of customer interaction journeys.
Ability to manage multiple projects with limited supervision.
Strong attention to detail and ability to anticipate edge cases and user misunderstandings.
Position yourself to move about the work area.
Ability to sit for at least 4 hours at a time.
Reach, grab, sort.
Communicate in person and via telephone with others.
Identify and recognize small font communication.
Ability to transport a minimum of 10 pound.

Nice To Haves

Experience with conversational AI platforms preferred (Kore.ai, Dialogflow, Amazon Lex, Nuance, etc.).
Experience writing decision logic, conversational flows, or scripts preferred.
QA, UAT, or system configuration experience preferred.
Basic familiarity with data analysis or reporting tools preferred.

Responsibilities

Maintain expert knowledge of conversational AI platforms, including Kore.ai, and related automation technologies.
Monitor and analyze automated interactions to identify misunderstandings, logic gaps, or incorrect responses.
Tune conversational behavior to improve intent recognition accuracy and customer experience.
Ensure consistent automated responses across channels (voice, chat, digital).
Maintain documentation of conversational logic, decision paths, and behavior standards.
Track performance metrics including containment rate, fallback rate, and escalation frequency.
Improve automation accuracy through structured tuning and refinement of logic.
Translate operational scenarios into clear conversational and functional requirements.
Define expected system behavior for new intents, enhancements, or workflow changes.
Provide detailed use cases and acceptance criteria for implementation.
Validate that automation responses match business expectations.
Support rollout and testing of new automation capabilities.
Investigate incorrect or failed automated interactions.
Determine root cause (training data, configuration, workflow logic, or defect).
Coordinate resolution between operations and technical teams.
Guide business teams on automation expectations and system limitations.
Configure approved changes where applicable.
Support conversational testing scenarios and validation cycles.
Evaluate downstream operational impact prior to deployment.
Maintain change history and behavior documentation.
Other job duties as assigned.