Sr Business Analyst- CCAI Application

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

How you can make a difference

HealthEquity is looking for an experienced business system analyst to join our team. This is a full-time, fully remote role for a Senior CCAI Application Business Analyst. The successful candidate will be responsible for designing, developing, and maintaining conversational agents, using Google Dialogflow CX and other Cisco applications. Day-to-day tasks include creating new conversational user interfaces and optimizing existing call flows, for seamless user experiences. The role will also involve exploring omni-channel opportunities, to encourage members to self-serve online, or through the HealthEquity App or utilize our Chat Bot. Longer-term the successful candidate will assist with integrating AI and machine learning tools and technologies, to provide better support for our contact center and teammates.

What you'll be doing

4+ year hands-on delivery experience, able to learn through building and reduce solution ambiguity using targeted prototype development and testing (Build, Test, Run, Evolve).
• 2+ years Google Dialogflow CX (GDF) development and implementation experience.
• Experience designing and implementing conversational bots and exposure to various other channels (Voice, Mobile App, Web Chat, SMS, RPA etc.)
• Able to effectively present and defend point of view to a variety of audiences, using visualization & data driven presentations.
• Analyze and optimize Dialogflow agents to improve user interactions, call containment and customer/agent satisfaction.
• Support the Digital Automation Delivery Manager, to lead change efforts and collaborate with leadership and stakeholders when required.
• Communicate effectively to gain buy-in, help monitor performance through KPIs, escalate and manage risks, ability to lead on projects and continuously seek opportunities to innovate and improve business processes.
• Experience working proficiently in an Agile Scrum team, governing the associated cadence and practices needed, to be part of a high performing change delivery team.
• Understand the important of good collaborate with cross-functional teams, to ascertain business needs and technical opportunities, while building trusted relationships.
• Create ROI analysis to support leadership with priority decisions. Consider solutions that drive cost savings, generate revenue and improved UX/CX.
• Understanding dependencies relating to critical integrations (DBs, APIs, middleware etc.) and other systems/platforms will be essential to our success.
• Develop and implement strategies for effective IVA (Interactive Voice Automation) entry points and plan how to expose post-go-live data insights, so we can track performance and constantly identify ways of improving.
• Utilize available data to generate Looker and CUIC dashboards, to provide insights for leadership on IVR effectiveness and failure points.
• Troubleshoot and resolve issues related to Dialogflow Agents and integrations. Look for inefficiencies that impede the ability to contain calls and provide the best possible member and agent experiences.
• Support change management efforts, to ensure smooth transitions and adoption of new processes. Address resistance and foster a positive attitude towards change among teammates.
• Stay updated with the latest trends and advancements in conversational AI, machine learning and customer experience technologies for optimization.

What you will need to be successful

• Bachelor's degree in computer science, Information Technology, or a related field.
• Proven experience as a Google Dialogflow (CX) Developer.
• Proficiency in using Looker for data analysis and reporting.
• Understanding of PII, HIPA, FEDS & PCIDSS requirements.
• Understanding of environments, code / deployment management and good release practices.
• Experience of call and screen recording compliance, retention policies and security concerns.
• Willing to support in a Business/Data Analyst capacity, to support the preparation of high-quality refined cards for the teams backlog.
• Strong understanding of key integration with Dialogflow and how these can make or break performance.
• Experience following and supporting Innovation/Automation Roadmaps and mitigating blockers to stay ahead of annual targets.
• Excellent problem-solving skills and attention to detail. Is willing to support Incident investigation that can require support outside of standard business hours, when occasions arise. Familiarity with P1/P2 incident support is a bonus.
• Ability to work collaboratively in a team environment and with business SMEs/Leadership to understand requirements, understand challenges and set expectations.
• Strong communication skills, both written and verbal and experience delivering change to business partners through training documentation and associated tools.

Preferred Qualifications / Experience:

• Experience with other conversational AI platforms and understanding of security risks associated with the use of AI and unprotected use.
• Familiarity with AHA and/or similar tools like Jira is an advantage.
• Knowledge of programming languages such as Python, JavaScript, or similar.
• Familiarity with cloud platforms like Google Cloud Platform (GCP), Verint tooling, Cisco CVP & CUIC, as well a provider relationships like Intelepeer/AT&T/Lumen etc.
• Experience with interactive contact center training teams and learning tools like Elephants Don't Forget could be advantageous.

#LI-Remote

This is a remote position.

The compensation range describes the typical minimum or maximum base pay range for this position. The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision
• HSA contribution and match
• Dependent care FSA match
• Uncapped paid time off
• Adventure accounts
• Paid parental leave
• 401(k) match
• Personal and healthcare financial literacy programs
• Ongoing education& tuition assistance
• Gym and fitness reimbursement
• Wellness program incentives

Why work for HealthEquity

HealthEquity has a vision that by 2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.

Come be your authentic self

HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity's applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

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