IVR Contact Center Business Analyst || Charlotte, NC || Contract

Role: Business Analyst with IVR contact center domain knowledge
Location: Charlotte, NC

Type: Contract Position

Key Responsibilities

Requirements Gathering & Analysis

• Work with business users, operations, and product teams to gather and document business requirements for IVR enhancements and new features.
• Analyze existing call flows, call volumes, customer intents, and operational metrics to identify improvement opportunities.
• Translate business needs into functional and non-functional requirements, user stories, and acceptance criteria.

IVR Design & Optimization

• Design end-to-end IVR call flows, menus, routing logic, and self-service workflows.
• Collaborate with solution architects and voice engineers to create detailed IVR design documents (call flow diagrams, prompt scripts, logic elements).
• Evaluate and recommend improvements for customer experience, call containment rates, and system usability.

Project Coordination & Delivery

• Act as a liaison between business stakeholders and the technical development team.
• Participate in sprint planning, backlog prioritization, UAT planning, and change management.
• Support testing teams by creating test cases and validating IVR functionality during UAT.

Data & Performance Analysis

• Monitor IVR KPIs such as call containment, menu usage, transfer rates, and customer drop-offs.
• Perform root-cause analysis on performance issues and suggest actionable improvements.
• Prepare regular performance reports and present insights to leadership.

Documentation & Compliance

• Create and maintain detailed documentation including BRDs, FRDs, process flows, user stories, and SOPs.
• Ensure all changes adhere to compliance, security, and regulatory standards (PCI, HIPAA, GDPR, etc., if applicable).

Required Skills & Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business, or related field.
• 6+ years of experience as a Business Analyst, with at least 2+ years in IVR or Contact Center domain.
• Strong understanding of IVR platforms (Nuance, Genesys, Cisco CVP, Avaya Experience Portal, AWS Connect, GVP, etc.).
• Hands-on experience creating IVR call flow diagrams using tools like Visio, Lucidchart, Draw.io, or similar.
• Knowledge of DTMF, ASR, TTS, NLP-based IVR, and speech analytics is a plus.
• Familiarity with call routing, queue management, CTI integration, CRM integration, and contact center operations.
• Strong analytical, problem-solving, and communication skills.
• Experience with Agile/Scrum methodologies, user stories, and JIRA/Azure DevOps.