Candidate Profile Guidance:

• We are seeking candidates who meet one of the following profiles:
• Advanced Business/Reporting Analyst:
• Exceptional skills in business analysis, data analysis, or reporting, with the ability to quickly learn AI concepts and apply them to operational improvements.
• Candidates without AI experience must demonstrate strong analytical depth,
• problem-solving ability, and experience driving insights or system/process improvements.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma/GED
• 3+ years of experience in Business analysis (requirements, user stories, process documentation), OR Contact center operations analysis, OR Data/reporting analysis in an operational environment
• 2+ years experience with advanced business analysis (complex requirements, cross-functional initiatives, system/process design), OR 2 years experience with data and reporting skills (BI tools, operational metrics, trend analysis, Microsoft Excel (data analysis, reporting, dashboards)
• 1+ year of experience with contact center systems or telecom concepts (Amazon Connect, Genesys, NICE, or similar platforms)
• 1+ year of experience working with sensitive data (PHI/PII) and understanding of HIPAA considerations
• If you are offered this position, you will be required to provide extensive personal information to obtain and maintain a suitability or determination of eligibility for a Confidential/Secret or Top Secret security clearance as a condition of your employment 
• United States citizenship

Preferred Qualifications:

• Experience with conversational AI, chatbots, or voice automation solutions (e.g., Amazon Lex, Dialogflow, Azure Bot Framework)
• Experience with AWS-based contact center technologies (Amazon Connect, Contact Lens, Lex, Bedrock)
• Strong experience in contact center operations, including:

o   IVR/call flow design

o   Routing strategies

o   KPI optimization (AHT, FCR, CSAT)

• Advanced reporting and analytics experience:

o   Power BI, Tableau, or similar

o   Building dashboards and deriving operational insights

• Experience identifying automation or optimization opportunities within business processes
• Ability to create conceptual designs such as:

o   Draft call flows

o   Intent models

o   Process automations

• Experience supporting large-scale platform changes or system implementations
• Healthcare contact center or clinical workflow experience
• Six Sigma / Lean process improvement experience