Sr Business Analyst- CCAI Application

Overview

We are CONNECTING HEALTH AND WEALTH. Come be part of remarkable. 

How you can make a difference  

HealthEquity is looking for an experienced business system analyst to join our team. This is a full-time, fully remote role for a Senior CCAI Application Business Analyst. The successful candidate will be responsible for designing, developing, and maintaining conversational agents, using Google Dialogflow CX and other Cisco applications. Day-to-day tasks include creating new conversational user interfaces and optimizing existing call flows, for seamless user experiences.  The role will also involve exploring omni-channel opportunities, to encourage members to self-serve online, or through the HealthEquity App or utilize our Chat Bot.  Longer-term the successful candidate will assist with integrating AI and machine learning tools and technologies, to provide better support for our contact center and teammates.

What you’ll be doing 

• 4+ year hands-on delivery experience, able to learn through building and reduce solution ambiguity using targeted prototype development and testing (Build, Test, Run, Evolve).
• 2+ years Google Dialogflow CX (GDF) development and implementation experience.
• Experience designing and implementing conversational bots and exposure to various other channels (Voice, Mobile App, Web Chat, SMS, RPA etc.)
• Able to effectively present and defend point of view to a variety of audiences, using visualization & data driven presentations.
• Analyze and optimize Dialogflow agents to improve user interactions, call containment and customer/agent satisfaction.
• Support the Digital Automation Delivery Manager, to lead change efforts and collaborate with leadership and stakeholders when required.
• Communicate effectively to gain buy-in, help monitor performance through KPIs, escalate and manage risks, ability to lead on projects and continuously seek opportunities to innovate and improve business processes.
• Experience working proficiently in an Agile Scrum team, governing the associated cadence and practices needed, to be part of a high performing change delivery team.
• Understand the important of good collaborate with cross-functional teams, to ascertain business needs and technical opportunities, while building trusted relationships.
• Create ROI analysis to support leadership with priority decisions. Consider solutions that drive cost savings, generate revenue and improved UX/CX.
• Understanding dependencies relating to critical integrations (DBs, APIs, middleware etc.) and other systems/platforms will be essential to our success.
• Develop and implement strategies for effective IVA (Interactive Voice Automation) entry points and plan how to expose post-go-live data insights, so we can track performance and constantly identify ways of improving.
• Utilize available data to generate Looker and CUIC dashboards, to provide insights for leadership on IVR effectiveness and failure points.
• Troubleshoot and resolve issues related to Dialogflow Agents and integrations. Look for inefficiencies that impede the ability to contain calls and provide the best possible member and agent experiences.
• Support change management efforts, to ensure smooth transitions and adoption of new processes. Address resistance and foster a positive attitude towards change among teammates.
• Stay updated with the latest trends and advancements in conversational AI, machine learning and customer experience technologies for optimization.

What you will need to be successful

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Proven experience as a Google Dialogflow (CX) Developer.
• Proficiency in using Looker for data analysis and reporting.
• Understanding of PII, HIPA, FEDS & PCIDSS requirements.
• Understanding of environments, code / deployment management and good release practices.
• Experience of call and screen recording compliance, retention policies and security concerns.
• Willing to support in a Business/Data Analyst capacity, to support the preparation of high-quality refined cards for the teams backlog.
• Strong understanding of key integration with Dialogflow and how these can make or break performance.
• Experience following and supporting Innovation/Automation Roadmaps and mitigating blockers to stay ahead of annual targets.
• Excellent problem-solving skills and attention to detail.  Is willing to support Incident investigation that can require support outside of standard bu