Lead business analysis for AI-driven voice and automation initiatives: gather and document requirements, translate business needs into technical/functional specs, coordinate cross-functional teams and vendors, support testing and launch readiness, track risks and timelines, and identify process improvement and automation opportunities.
The Baldwin Group is seeking a Senior Business Analyst to support the delivery of AI-driven voice and automation initiatives that improve customer experience and operational efficiency. This role works closely with business, product, and technology teams to translate needs into scalable, well-executed solutions.
Role Overview:
- Support the design and delivery of AI-powered voice automation and intelligent workflows
- Translate business needs into clear, actionable functional and technical requirements
- Help drive initiatives from concept through implementation and ongoing optimization
- Act as a key connector between business stakeholders, technical teams, and vendors
What You’ll Do:
- Partner with business stakeholders to understand goals, processes, and operational challenges
- Gather, analyze, and document business and system requirements
- Translate business objectives into functional and technical documentation
- Support voice automation initiatives related to lead engagement, customer service, and call routing
- Coordinate work across multiple teams, systems, and integrations
- Facilitate requirements-gathering sessions and stakeholder working sessions
- Track timelines, risks, dependencies, and deliverables to support successful execution
- Assist with system testing, validation, and readiness for launch
- Maintain clear documentation throughout the project lifecycle
- Identify opportunities for process improvement, automation, and scalability
- Provide insights and recommendations based on analysis and outcomes
What We’re Looking For:
- 4+ years of experience as a Business Analyst or in a related role (Project Management, Scrum, Product, or similar)
- Experience supporting technology-enabled initiatives in cross-functional environments
- Strong communication skills with the ability to work effectively with both technical and non-technical partners
- Strong organizational and execution skills with the ability to manage multiple priorities
- Comfort working with systems, integrations, and technical concepts
- Familiarity with SDLC and Agile delivery methodologies
- Proactive, self-directed approach with a focus on outcomes
Nice to Have:
- Experience in insurance (P&C preferred)
- Exposure to automation initiatives, AI-enabled tools, or vendor-supported platforms
- Experience working with CRM or enterprise systems
Why Join The Baldwin Group:
- Work on emerging AI and automation initiatives with real business impact
- Gain hands-on experience with modern, scalable technology solutions
- Collaborate closely with business, product, and technology teams
- Build in-demand skills at the intersection of product, technology, and operations
- Competitive compensation and benefits, strong growth opportunities, and flexible work options
IMPORTANT NOTICE:
This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodation to applicants and colleagues who need them for medical or religious reasons.
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The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.
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