IVR Contact Center Business Analyst || Charlotte, NC || Contract - iPeople Infosystems LLC - Charlotte, NC, US | Dice.com

iPeople Infosystems LLC

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

Charlotte, NC, US • Posted 3 hours ago • Updated 2 hours ago

Contract Independent

Contract W2

Contract Corp To Corp

On-site

$50+

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Job Details

Skills

Acceptance Testing
Agile
Amazon Web Services
Analytical Skill
Analytics
Change Management
Cisco
Collaboration
Communication
Computer Science
Conflict Resolution
Customer Experience
Customer Relationship Management (CRM)
DevOps
Documentation
Functional Requirements
GVP
Genesys
HIPAA
IO
Information Systems
Interactive Voice Response
JIRA
KPI
Leadership
Management
Microsoft Azure
Microsoft Visio
Natural Language Processing
Payment Card Industry
Problem Solving
Process Flow
Project Coordination
Regulatory Compliance
Root Cause Analysis
Routing
Scripting
Scrum
Sprint
Test Cases
Testing
Usability
User Stories
Web Portals
Workflow

Summary

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91137892
Position Id: 8830686
Posted 3 hours ago

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