AI Business Analyst / Systems Analyst - Agentic AI

Dice is the leading career destination for tech experts at every stage of their careers. Our client, SES, is seeking the following. Apply via Dice today!AI Business Analyst - Systems AnalystLocation: 2-3 days per weel onsite in Chantilly, VANo C2C Please Top 6 Technical Skills:Business Analysis / Systems AnalysisIVR experience -- AWS Connect PreferredStrong experience writing Agentic AI Use CasesAWS LEXNova Sonic BedrockTop 3 Soft Skills:Strong ability to define EPICs, Features, User StoriesWork with the business to define how AI agents manage callersStrong communications with strong consultative / professional approachCompany / Project Description / Business DriverThis client is making a huge push with AI across the organization. One of the key AI initiatives for 2026 is bring Agentic AI to the IVR solution. The overall goal of the project is to create a more natural call experience, while providing better customer support, and with the Job Title Business Analyst / Systems Analyst Amazon Connect AI Agents (IVR & Contact Center Modernization) Job Description:A Business Analyst / Systems Analyst to support an Amazon Connect contact center modernization initiative focused on AI-enabled IVR enhancements. This role will lead the requirements discovery across business and IT stakeholders, translate customer experience goals into implementable functional and technical requirements, and support delivery teams through design, build, testing, and rollout. Key Responsibilities: Requirements & Stakeholder EngagementLead discovery workshops with Contact Center Operations, Customer Experience, Fraud/Risk, Compliance/Legal, IAM/Security, and Application/Platform teams.Elicit, analyze, and document end-to-end requirements for AI-enabled IVR capabilities, customer journeys, and agent-assisted workflows.Define and align on success criteria and KPIs (containment, transfer rate, AHT, authentication/verification outcomes where applicable, abandonment, CSAT impacts).Create a shared understanding of current-state vs future-state call flows and identify gaps, constraints, and dependencies.Serve as the primary liaison between business stakeholders and technical teams to drive clarity, decisions, and alignment.Functional Analysis (Connect AI Agents + IVR)Define functional requirements for AI Agent-enabled experiences including:Conversational interactions (intents, prompts, error handling, fallback, retries/timeouts)Escalation/hand-off rules to live agents with context transferCustomer experience standards (tone, disclosures, accessibility, multilingual considerations)Agent experience needs (what agents see, recommended actions, and permitted actions)Develop structured requirements artifacts including user stories, acceptance criteria, process flows, and decision logic.Collaborate with product/UX, contact center SMEs, and engineering teams to refine conversation design inputs and operational workflows.Systems Analysis & IntegrationGather and document integration requirements between Amazon Connect/AI Agents and enterprise systems such as CRM, case management, identity/security services, knowledge bases, and customer profile platforms.Define interface requirements (APIs, data contracts, error responses, latency expectations) and coordinate with architects/engineers on sequencing and environment readiness.Capture data requirements for interaction context, routing decisions, downstream updates, and audit/traceability.Controls, Risk, and CompliancePartner with Security, Risk, and Compliance teams to define requirements for:PII/PCI handling, redaction, and retentionConsent/disclosure language and audit needsAccess controls and separation of dutiesGuardrails for AI behavior, tool usage, and allowed actionsDocument control points and support governance reviews and go-live approvals.Testing, UAT, and Operational ReadinessBuild test artifacts: test scenarios, edge cases, UAT scripts, and traceability from requirements to validation.Coordinate UAT with business owners and contact center SMEs; manage defect triage and resolution tracking.Support operational readiness: training inputs, SOP updates, runbooks, cutover planning, and early-life support.Required Skills & Experience5+ years of experience as a Business Analyst and/or Systems Analyst on customer-facing platforms.Strong experience with contact center / IVR environments and call flow design (Amazon Connect experience strongly preferred).Proven ability to translate business goals into detailed functional requirements and system integration needs.Experience partnering with Security/Compliance stakeholders on PII handling, auditability, and control requirements.Strong documentation skills (process flows, user stories, acceptance criteria, data/interface requirements).Ability to facilitate workshops, manage ambiguity, and drive decisions across business + technology teams.Preferred SkillsAmazon Connect: contact flows, attributes, routing concepts; familiarity with Contact Lens is a plus.Conversational design / NLU concepts (intents, utterances, fallback/error handling).Familiarity with AWS integration patterns (API/Lambda/event-driven), though this role is not hands-on engineering.Experience working in Agile delivery models (backlog grooming, sprint ceremonies).Benefits:SES hires W2 benefitted and non-benefitted consultants. Our contract employee benefits include group medical dental vision life LT and ST disability insurance, 21 days of accrued paid time off, 401k, tuition reimbursement, performance bonuses, paid overtime, and more. Please contact me to discuss the details of this position further.Please forward resume directly to for immediate consideration - rstarinieri at sesc .comI look forward to speaking with you soon!Robin StarinieriDirector of RecruitingSystems Engineering Services