<p>Kforce is immediately seeking an experienced PMO Business Analyst in support of our enterprise telecommunications and mass media client based in Stamford, CT.</p> <p>Job Summary: We are seeking a Project Manager with strong Business Analyst capabilities to support Chat (IVA) and digital self-service initiatives within the Customer Experience organization. This hybrid PMO / Business Analyst role combines structured project governance with detailed requirements development and data-driven analysis. The contractor will ensure initiatives are clearly defined, properly scoped, aligned to business objectives, and delivered successfully across cross-functional teams and vendor partners.</p> <p>Responsibilities:</p> <ul> <li>Lead chat (IVA) and digital messaging initiatives from discovery through launch </li><li>Develop and maintain detailed project plans including dependencies, risks, and sequencing </li><li>Facilitate Agile ceremonies including sprint planning and retrospectives </li><li>Provide structured, executive-ready status reporting </li><li>Ensure alignment to strategic priorities and measurable cost-reduction goals </li><li>Lead structured discovery sessions to clarify business objectives </li><li>Develop BRDs, functional requirements, user stories, and acceptance criteria </li><li>Document current-state and future-state workflows </li><li>Perform gap analysis to identify root causes </li><li>Ensure documentation is complete and engineering ready </li><li>Analyze containment, deflection, escalation, and CSAT metrics </li><li>Partner with analytics to define success metrics </li><li>Support business case development tied to cost savings </li><li>Validate initiative performance post-deployment* Bachelor's degree or equivalent work experience </li><li>3+ years of project management and/or business analysis experience </li><li>Experience writing BRDs, user stories, and workflow documentation </li><li>Experience managing timelines, risks, and dependencies </li><li>Familiarity with chat platforms and digital self-service technologies </li><li>Experience with Agile/Scrum environments </li><li>Strong written and verbal communication skills </li></ul> <p>Preferred Qualifications:</p> <ul> <li>Experience supporting call-reduction or cost-savings initiatives. </li><li>Familiarity with APIs and conversational AI frameworks. </li><li>Experience working with third-party vendors. </li><li>PMP, Agile, or Scrum certification preferred. 90-Day Deliverables & Performance Expectations </li></ul> <p>First 30 Days:</p> <ul> <li>Develop working knowledge of active chat initiatives and roadmap </li><li>Establish governance cadence with stakeholders and vendors </li><li>Assess quality of existing documentation and identify gaps </li></ul> <p>By Day 60:</p> <ul> <li>Independently manage 1-2 chat initiatives </li><li>Produce structured BRDs and user stories requiring minimal revision </li><li>Provide executive-ready status updates </li></ul> <p>By Day 90:</p> <ul> <li>Demonstrate end-to-end ownership of assigned initiatives </li><li>Improve documentation standards and reporting clarity </li><li>Provide data-backed recommendations tied to containment improvement </li></ul>