Job Description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

We are changing the way people think about customer care, and we need your help!

We’re looking for an AI & Data Business Analyst to bridge the gap between business strategy, data analytics, and artificial intelligence. You will assist with performing User Acceptance Testing (UAT), the operationalization of business, process, and system changes, and driving data-driven decisions through dashboard creation and AI-powered insights across training curriculums, quality assurance, and reporting.

As AI & Data Business Analyst, You Will…

• Collect and validate data requirements for business intelligence and AI systems.
• Build, design, and maintain dynamic, executive-facing dashboards (e.g., Tableau, Power BI, or Looker) to support reporting and visualize data from multiple applications.
• Identify AI opportunities and define business requirements to integrate Generative AI and machine learning solutions into existing operational workflows.
• Create, validate, and recommend optimization of business processes using data-driven insights and AI capabilities.
• Support projects through development, quality assurance, user acceptance testing (UAT), and production implementation for both traditional software and data/AI models.
• Leverage AI tools and methodologies to discover patterns, clean large datasets, interpret anomalies, and automate repetitive data preparation tasks.
• Create internal guides, training materials, and end-user documentation for new BI dashboards and AI features.
• Facilitate requirements workshops to connect business leaders with AI, data, and technical development teams.
• Build and manage business relationships, ensuring AI and data solutions solve real business problems, reduce operational costs, and generate measurable ROI.

As an AI & Data Business Analyst, You Need…

• A Degree or Diploma in Computer Science, Information Systems, Data Analytics, or equivalent experience.
• 3-5 years of practical business/data analysis experience, with demonstrated experience in analyzing systems, creating structured business requirements documents (BRDs), and working with complex data.
• AI fluency: a strong understanding of how generative AI and large language models (LLMs) work, and the ability to apply AI tools to accelerate analysis, forecasting, and reporting.
• Dashboarding and visualization experience. Hands-on experience building user-friendly reports and visualizations using BI tools (e.g., Power BI, Tableau, Looker).
• Proficiency in SQL for data extraction, joining, and business analysis. Familiarity with Python (Pandas, NumPy) or R for scalable analytics workflows is a strong asset.
• Demonstrated experience creating and leading testing (UAT), including evaluating the accuracy and performance of AI solutions.
• Business process management practitioner designation, CBAP, Lean Six Sigma (yellow or black), PMP, or AI/Data analytics certifications are considered an asset.
• Experience facilitating workshops and training sessions with diverse groups of stakeholders to drive AI adoption and tech literacy.
• Strong attention to detail with excellent organizational and time management skills.
• Demonstrated strength in communications (both verbal and written), with the ability to translate complex numerical data and AI concepts into a clear narrative that drives action.
• Strong problem-solving skills and comfort with ambiguity when defining the scope of new data or AI projects.