Business Analyst

Title: Technical Business Analyst – Contact Center / Conversational Platforms

Location: Cleveland, OH – Hybrid (2–3 days onsite per week)

Role Summary

KeyBank is looking for a Technical BA to bridge business and technology for projects involving Google Dialogflow, voice/chat bots, Twilio/CPaaS, and integrations with banking platforms. This role will capture requirements, document processes, and support solution design and testing.

Key Responsibilities

• Work with contact center, digital, and business teams to elicit and document requirements for voice bots, chatbots, and messaging use cases.
• Translate business needs into user stories, use cases, flow diagrams, and acceptance criteria.
• Document current-state and future-state process flows for customer journeys across voice, SMS, and digital channels.
• Collaborate with DS Architect and Technical PM to ensure requirements align with overall architecture and delivery roadmap.
• Support backlog grooming, prioritization, and release planning in Agile environments.
• Partner with QA and business stakeholders on UAT planning, test case definition, and defect triage.
• Perform light technical analysis: review API specs, payloads (JSON), logs, and basic SQL queries to support troubleshooting and validation.

Required Skills & Experience

• 6 years as a Business Analyst in IT, with 3 years in contact center, digital, or conversational AI projects.
• Experience working with:
• Google Dialogflow or similar conversational platforms
• Voice bot / chatbot projects, ideally integrated with banking or financial services
• Communication platforms such as Twilio / CPaaS (or Genesys/Avaya/etc.)
• Strong skills in requirements gathering, documentation, and stakeholder workshops.
• Ability to understand and communicate API integrations, data flows, and system interactions (familiarity with JSON, REST, basic SQL).
• Experience working in Agile/Scrum teams using Jira, Azure DevOps, or similar tools.
• Excellent written and verbal communication skills, comfortable working with both business and technical teams.