The Role
Design, build, and implement conversational AI solutions (IVR, speech analytics, quality management). Gather requirements, perform no-code development, analyze performance metrics, document processes, enable partners, and recommend process improvements to drive scalable customer-focused solutions.
Summary Generated by Built In
At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,
Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,
and the community as a whole.
We have a rich and storied history. Colibri is one of the pioneers of online professional education,
introducing some of the first web-based professional education courses in 2001. Today, the company’s
family of brands are the leading online professional education platforms in their respective end-markets.
We proudly serve >1 million customers annually and employ more than 1,500 mission-aligned
professionals. To learn more, please visit: www.colibrigroup.com
Position Overview:
As an AI Solutions Business Analyst, you will assist in the design, build, and implementation of innovative conversational AI solutions, such as AI Agents within the IVR experience, Speech Analytics applications, and Quality Management tools.
You’ll serve as the functional expert throughout the customer journey — from requirements gathering to hands-on no-code development — ensuring solutions are scalable, effective, and aligned to both customer goals and business outcomes.
You'll partner closely with customers, internal cross-functional teams, and implementation partners, enabling high-quality solution delivery and supporting growth through expertise, collaboration, and a customer-first mindset.
What You'll Do:
- Partner with Customer Service leaders throughout pilots, proof of concept, and full implementations to gather and document functional requirements for conversational AI solutions.
- Translate business needs and desired outcomes into clear, actionable requirements that guide solution design and development.
- Ensure all solutions are designed with scalability, long-term sustainability, and future enhancement in mind.
- Collaborate with cross functional teams to identify process improvement opportunities and provide analytical insights that support new business initiatives.
- Develop and maintain functional documentation, process maps, solution summaries, and implementation of best practice guides.
- Analyze AI Agent performance, speech analytics insights (call drivers), and quality management (agent) metrics to identify trends, recommend improvements, and communicate findings to stakeholders.
- Lead or support partner enablement efforts, including delivering training, facilitating workshops, conducting demonstrations, and providing real-time guidance as needed.
What You'll Need to Succeed:
- 3+ years of experience as a Business Analyst in a customer service, operations, or consulting environment, with exposure to conversational AI solutions or similar technology driven initiatives.
- Hands on experience with conversational AI platforms such as NICE, Cognigy, or comparable tools, along with foundational understanding of NLU/NLP concepts.
- Proven ability to translate business needs into clear, concise functional requirements, including occasional technical specifications.
- Experience using Speech Analytics tools to analyze call drivers, identify trends, and translate insights into actionable process improvement recommendations.
- Strong communication, facilitation, and interpersonal skills, with the ability to collaborate effectively across teams and with stakeholders at multiple levels.
- Customer focused, solution-oriented mindset with a commitment to delivering measurable value.
- Highly organized, self-motivated, and comfortable managing work independently in a dynamic, fast paced environment.
- Demonstrated curiosity and commitment to continuous learning, particularly around emerging technologies and trends in conversational AI and automation.
Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!
Top Skills
Cognigy
Ivr
Nice
Nlp
Nlu
Quality Management
Speech Analytics
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The Company
What We Do
Colibri works with over 5 million professionals and partners to deliver best-in-class professional education for licensing, continuing education, test preparation, and career readiness. We believe quality education is the foundation for success. Our mission is to help professionals achieve more in their careers, which transcends into their day-to-day lives. We do this through products and career training that help professionals become licensed, keep their license and gain the skills necessary to perform at the top of their fields. Whether someone is just starting out or nearing retirement, our companies exist to serve individuals throughout their career so they can achieve personal and professional success.
