IVR Business Analyst

Key Responsibilities

• Good understanding about Contact Center Technology(CCT) Concepts

• 7 + years of experience in technical writing of business requirements

• Reviews, analyzes, and evaluates information technology systems operations.

• Determines user needs and requirements and recommends ways to improve systems.

• Serves as primary point of contact between users and engineering/development staff.

• Identifies, documents, reports, and tracks system issues.

• Collaborate with cross-functional teams to understand business needs and translate them into technical requirements.

• Design and optimize CX features in voice and chat applications to enhance user experience.

• Develop detailed documentation and specifications for development and implementation.

• Support the testing and deployment of new features and enhancements.

• Provide ongoing analytical support to ensure continuous improvement of applications.

Required Qualifications

• Proven experience as a Business Analyst in Contact Center domain.

• Strong understanding of voice/chat applications in customer interaction environments.

• Excellent analytical skills and ability to translate business requirements into technical specifications.

• Experience with Agile methodologies and project management tools.

• Strong communication skills, both written and verbal, with the ability to present complex information clearly.

• Ability to work independently and collaboratively in a fast-paced environment.

• Experience in the telecommunications industry.