Business Analyst - IVR application

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Job Title

Business Analyst - IVR application

About your role:

You will play a critical role in designing and implementing advanced Interactive Voice Response (IVR) applications using state-of-the-art AI with NLP. Leveraging the Genesys architecture, along with AI and cloud technologies, this role transforms business requirements into innovative, cloud-native solutions. Our commitment to excellence and client success drives this role, contributing greatly to our mission of delivering superior financial services and technology solutions.

What you'll do:

• Create AI Agents leveraging Azure's Semantic Kernel framework.
• Work with data scientists to define use cases for NLP and classification models. Support model evaluation, deployment, and performance tracking.
• Analyze unstructured data (e.g., text, logs) to extract insights using AI tools and collaborate with data engineering teams to define and validate data pipelines on Azure and Snowflake.
• Work with internal and external business stakeholders to gather business requirements and translate them into functional and technical specifications and communicate insights and recommendations to both technical and non-technical audiences.
• Translate business requirements into scalable cloud-based solutions and Identify opportunities for automation and process optimization using AI and cloud tools.
• Produce detailed and insightful reports using SQL, Data Mart, Splunk, and other reporting tools and ensure the integration and functionality of applications within Fiserv's ecosystem.
• Continuously improve and refine development processes to enhance application performance and user experience and maintain comprehensive documentation of application development and updates, including but not limited to call flows, business rules, and system interactions.
• Perform rigorous testing and debugging to ensure applications meet Fiserv's high-quality standards.

Experience you'll need to have:

• 3+ years of experience in designing front-end applications.
• 2+ years of proficiency in AI/LLM and NLP technology.
• 2+ years of experience working with cloud technologies.
• Proficiency in SQL and Splunk for data querying and log analysis.
• Bachelor's degree in computer science or a relevant field, and/or equivalent military experience.

Experience that would be great to have:

• Experience with Snowflake for data warehousing and analytics.
• Familiarity with AI/ML workflows, especially NLP, classification, and multi-model architecture.
• Integrating IVR applications into large-scale environments, with cloud API integrations.
• Ability to work in Agile/Scrum environments and use tools like JIRA or Confluence and experience working within the financial services industry.
• Certification in AI, cloud technologies, or Genesys.

Important info about this role:

• We're better together! This role is fully on-site.
• This is a full-time, direct-hire position, and no contract options or unsolicited agency submissions will be considered.

#LI-IH1

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, Nevada, Rhode Island or Washington.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Thank you for considering employment with Fiserv. Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Equal Opportunity:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv's Disability Accommodation Policy for additional information.

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Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

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