Business Analyst – Conversational AI & Intelligent Virtual Assistant (IVA)

Compensation & Location

Location: Rosemead, CA

Pay Range: $28.00 – $35.00 per hour (based on experience and internal equity)

Schedule: Full-time, contract; long-term opportunity

Work Type: Hybrid (Onsite Tuesday & Wednesday)

Benefits: Health, Vision, Dental, Life Insurance, 401k, Continuing and on-demand education

📍 Must be willing to work onsite in Rosemead, CA

❌ Sponsorship is NOT AVAILABLE for this role

‼️ ONLY W2 – NO CORP to CORP – NO 3rd Parties

Position Summary

We are seeking a Business Analyst – Conversational AI & Intelligent Virtual Assistant (IVA) to support enterprise conversational AI and digital self-service initiatives. This role is responsible for translating approved product backlog items into detailed, testable business and system requirements while ensuring complete traceability from requirements through testing, implementation, and production validation.

The ideal candidate has strong business analysis experience supporting IVR, IVA, contact center, chatbot, or digital customer experience platforms. This individual will partner closely with Product Management, Engineering, QA, Operations, Analytics, and business stakeholders to document business rules, customer journeys, system integrations, and acceptance criteria that enable successful delivery of intelligent customer service solutions.

Key Responsibilies

• Analyze approved backlog items, business requirements, policies, and system documentation
• Facilitate requirements gathering sessions with Product Management, Engineering, Operations, QA, vendors, SMEs, and business stakeholders
• Translate business needs into detailed functional and non-functional requirements
• Document business rules, decision logic, validations, calculations, workflows, and exception handling
• Identify requirement gaps, conflicts, dependencies, risks, and unresolved business decisions
• Expand customer journeys into detailed functional scenarios and end-to-end business processes
• Document success paths, alternate flows, exceptions, failures, escalations, and recovery scenarios
• Define data mappings, integrations, APIs, reporting requirements, and interface specifications
• Develop detailed acceptance criteria that are measurable, traceable, and testable
• Create functional, integration, regression, end-to-end, negative, and exception-based test scenarios
• Support testing, defect triage, validation, retesting, and production readiness activities
• Perform root cause analysis for defects and identify whether issues originate from requirements, integrations, configuration, business rules, or platform behavior
• Validate production releases against approved requirements and recommend improvements
• Maintain complete traceability across requirements, testing, defects, integrations, and production releases

What You’ll Be Working On

• Intelligent Virtual Assistant (IVA) platforms
• IVR modernization initiatives
• Conversational AI solutions
• Customer self-service platforms
• Contact center technologies
• Digital customer journeys
• Business rules management
• API and system integrations
• Requirements documentation
• Production validation and quality assurance

Required Skills & Experience

• 3–5 years of Business Analysis experience supporting technology or digital initiatives
• Experience supporting IVR, IVA, chatbots, conversational AI, contact center, or digital self-service platforms
• Strong experience gathering, analyzing, and documenting business and system requirements
• Experience documenting business rules, workflows, decision logic, and process
• flowsExperience creating functional and non-functional requirements
• Experience developing acceptance criteria and maintaining requirements traceability
• Experience producing data mappings, interface specifications, and integration documen
• Experience creating functional, regression, integration, end-to-end, and negative test scenarios
• Working knowledge of APIs, relational databases, system integrations, and upstream/downstream dependencies
• Experience with SQL or similar data validation methods
• Strong analytical, facilitation, communication, and documentation skills
• Ability to support multiple initiatives in a dynamic Agile environment

Desired Skills

• Voice application testing
• Conversational AI testing
• Customer authentication
• Enterprise system integration
• Analytics dashboards and reporting
• Operational reporting
• Conta…