Senior Business Analyst

Job Summary The Senior Business Analyst / Assistant Product Manager acts as the bridge between customers, Product Management, and Engineering for a specific product team. This role combines Business Analysis, Product Management support, and customer coordination for product-led activities. The candidate works closely with customers to understand their business needs, defines product use cases and scenarios, translates requirements into actionable product requirements including AI acceptance criteria, and works with the Head of AICC Product to develop the product roadmap. Project coordination in this role is limited to product-led pilots, PoCs, and early-adopter deployments. Customer implementation projects are owned by the Delivery organization; This role supports delivery of product knowledge but does not manage implementation projects. The role is designed as a development path toward becoming a Product Manager.

Key Responsibilities
Customer & Stakeholder Coordination
• Act as the product-side coordination point between customers, delivery, and the product team.
• Facilitate customer requirements and discovery workshops.
• Coordinate demonstrations, UAT for product-led pilots, and follow-ups.
• Track issues, dependencies, risks, action items, and decisions for product-led activities.
• Manage customer expectations regarding scope, schedule, and product capabilities.
• Act as product counterpart to Delivery for the product: provide product documentation, answer capability questions, and feed recurring customization requests back into the roadmap. Business Analysis
• Gather and analyze business requirements; understand customer workflows and pain points.
• Translate business needs into functional

requirements:
use cases, user scenarios, user stories, process flows, functional requirements, acceptance criteria.
• Identify gaps between customer requirements and existing product capabilities.
• Ensure requirements are clear, complete, testable, and understood by Engineering and QA. AI Product Requirement & Acceptance Definition AI-driven features behave probabilistically; This role defines what "acceptable" means for them:
• Define measurable acceptance criteria for AI features (e.g. intent accuracy, task completion rate, containment rate, response latency, escalation behavior) rather than binary pass/fail only.
• Define product-level evaluation scenarios and contribute to golden sets with the Senior Software Engineer and QA.
• Define expected behavior for failure cases: low confidence, out-of-scope requests, escalation to human agent, guardrail triggers.
• Define conversation scenarios, personas, and dialog expectations for conversational products, working with Engineering (and the AI Division where required).
• Understand contact center metrics (AHT, FCR, CSAT, containment, deflection, QA scores) and connect product capabilities to business outcomes. Product Use Case & Scenario Design
• Identify important use cases the product should support; analyze recurring requirements across customers.
• Convert individual customer requirements into reusable product capabilities.
• Define end-to-end product scenarios and user journeys.
• Identify missing product capabilities and opportunities for improvement. Product Roadmap Support Work closely with the Head of AICC Product to define roadmap items, propose future capabilities, prioritize requirements, analyze product gaps, prepare backlog items, support release planning, gather and analyze customer feedback, and evaluate feature value and business impact. Product vs Project Decision Support Analyze and recommend whether a customer requirement should be treated as a standard product feature, configuration, integration, customization, customer-specific project requirement, or future roadmap capability. Final decision rests with the Head of AICC Product. Product Documentation & Release
• Maintain product documentation, feature specifications, configuration guides, and release notes.
• Coordinate release readiness with Engineering, QA, and Delivery. AI-Assisted Product Work
• Use AI tools for product work: requirement drafting, scenario generation, rapid prototyping, and analysis of customer feedback and conversation data.
• Contribute to structured, agent-readable specifications that engineering agents can consume (spec-driven development). Required Qualifications
• 4+ years of experience in Business Analysis, System Analysis, Product Management, or similar roles.
• Strong requirement gathering and analysis skills; experience writing use cases and user stories.
• Good understanding of the Software Development Lifecycle.
• Strong communication and stakeholder management skills.
• Good analytical and structured thinking skills; comfortable working with metrics.
• Ability to work with both technical and business stakeholders. Preferred Qualifications
• Enterprise software, SaaS, or AI products
• Customer Experience / Contact Center / CRM
• Conversational AI or chatbot / voicebot products
• Agile / Scrum; Jira / Confluence
• UAT management; API integration concepts
• Experience defining acceptance criteria for AI or data-driven features