Business Systems Analyst IV Customer Engagement AI

Robert Half • San Ramon, CA

1d • $119,000 - $180,000

About The Position

Are you energized by the opportunity to turn emerging AI capabilities into meaningful business outcomes? Do you enjoy asking "why" before jumping to "how"? If so, this role offers the opportunity to help shape how AI and automation enhance the experiences of our employees, customers, and candidates. As a Business Systems Analyst, you'll work at the intersection of business and technology, partnering with stakeholders to understand business needs, evaluate opportunities, and deliver practical solutions that leverage AI, automation, and emerging technologies to create real business value. You'll collaborate with business leaders, technology teams, vendors, and governance partners to solve complex problems, navigate change, and deliver solutions that create measurable business value. Success in this role requires more than gathering requirements and managing projects. We're looking for someone who is naturally curious, eager to understand the goals behind every request, and skilled at connecting technology capabilities to business outcomes. You'll ask thoughtful questions, challenge assumptions when appropriate, and help ensure we're solving the right problems, not simply delivering the quickest solution.

Requirements

• Ability to evaluate prompts and response quality.
• Ability to identify hallucinations and unsupported answers.
• Ability to assess conversational effectiveness.
• Understanding of AI risks and ethical considerations.
• Knowledge of AI guardrails, privacy, compliance, and auditability requirements.
• Ability to design deterministic and non-deterministic test scenarios.
• Ability to define pass/fail criteria for AI responses.
• Ability to measure response quality and consistency.
• Understanding of how Agentforce agents interact with Salesforce data, workflows, and human handoffs.
• Understanding of action execution versus information retrieval.
• Bachelor's degree in Information Technology, Artificial Intelligence, Data Analytics, Business, Information Systems, or a related discipline; equivalent experience may be considered.
• 8+ years of Business Systems Analysis, Product Analysis, or related technology delivery experience.
• 3+ years supporting enterprise business applications such as Salesforce, Service Cloud, CRM, ERP, or workflow automation platforms.
• 2+ years of direct experience supporting AI, automation, intelligent agents, voice/text chatbot or related technologies.
• Working knowledge of various System Development Life Cycle methodologies (e.g. agile, iterative, waterfall, etc.)
• Strong analytical and problem-solving skills
• Strong organizational and time management skills
• Exceptional verbal and written communication skills
• An ability to establish and maintain strong relationships
• Familiarity with project management processes and concepts
• Thorough knowledge of and demonstrated skills in use of software such as Microsoft Word, Excel, Smartsheet, and related productivity tools.

Nice To Haves

• Experience with multi-national organizations and systems preferred

Responsibilities

• Partner with stakeholders to uncover and prioritize business needs, define requirements, and translate ideas into scalable solutions.
• Evaluate impacts, identify risks, support solution design, oversee and perform testing, and guide successful implementations.
• Help shape AI adoption by balancing innovation, governance, user experience, and business value.
• Navigate multiple moderate-to-complex initiatives while maintaining strong attention to detail and execution excellence.
• Foster strong collaboration across business and technology teams, building alignment and momentum to successfully deliver solutions and advance strategic objectives.
• Apply critical thinking and sound judgment to ensure solutions are practical, sustainable, and aligned with business objectives.
• Partner with business, other application teams, vendors and others to deliver technology solutions from concept through implementation.
• Establish and maintain product and business expertise of assigned areas.
• Leverage expertise to gather and analyze information from multiple sources to provide recommendations to address business objectives and resolve issues.
• Draws on substantial experience to represent the voice of the customer throughout the product lifecycle to ensure that the delivered products meet or exceed customer needs and objectives.
• Lead requirements gathering and documentation by working directly with business partners.
• Work with technical staff and vendors to ensure that the technical components of solutions are understood and properly accounted for (e.g. integrations, extensions, etc.) within the overall solution.
• Perform design and configuration efforts related to enterprise applications.
• Lead preparation and execution of testing efforts.
• Support deployment and migration efforts.
• Perform ongoing system administration and support for assigned enterprise systems.
• Represent the business as an expert source in communications with IT, training, reporting, leadership, vendors, etc.
• Use influence and expertise to promote an atmosphere of cohesiveness and focused collaboration between all the members of the team in the interest of driving the product forward.

Benefits

• group health insurance benefits (medical, vision, dental)
• FSA and HSA healthcare accounts
• life and accident insurance
• adoption and fertility assistance
• paid parental leave of up to 6 weeks
• short/long term disability
• paid time off for vacation, personal needs, and sick time
• up to 11 paid holidays per calendar year
• 401(k) savings and investment plan or deferred compensation plan (if eligible), with an employer match of 100% on the first 3% of your contributions for eligible employees

What This Job Offers

• Job Type: Full-time
• Career Level: Senior