Business/Data Analyst - AI Focused

Data Analysis & AI Performance Evaluation
• Analyze call data to determine whether the AI system is performing as expected.
• Review 20–50 calls per day to assess intent recognition, routing accuracy, and conversational quality.
• Use native reporting tools, Excel, and (ideally) Power BI to surface insights and performance trends.
• Identify gaps, misroutes, and opportunities for improvement.
Business Analysis & Process Mapping
• Gather requirements from business stakeholders and translate them into clear documentation.
• Map current state and future state processes using Visio or similar tools.
• Convert business needs into graphical flows for conversational design teams.
• Support design sessions for conversational flows, IVR logic, and AI enabled routing.
Testing & Implementation Support
• Develop and execute test cases for conversational flows (voice and chat).
• Validate backend logic to ensure the AI behaves according to requirements.
• Support implementation, regression testing, and post deployment validation.
• Understand how different customers phrase the same intent and ensure the system handles variations.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• 10+ years of experience in contact center operations, IVR, call routing, or CX analytics.
• Experience participating in an AI conversion (IVR → conversational AI) or similar transformation.
• Strong data analysis skills; ability to interpret call data and performance metrics.
• Proficiency with Excel; Power BI is a strong plus.
• Experience with Visio or similar process mapping tools.
• Familiarity with IVR logic, call trees, and conversational flow testing.
• Ability to translate business needs into clear requirements and test plans.
• Strong communication skills and comfort working with cross functional teams.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.