Apply Now

Sr. Business Analyst

Hybrid in Charlotte, NC, US • Posted 1 hour ago • Updated 1 hour ago

Contract W2

12 Months

No Travel Required

Hybrid

Depends on Experience

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

🔢 Crunching numbers...

Job Details

Skills

Business Analyst
Google Dialog Flow CX
Genesys Cloud CX
Genesys
sql
jira

Summary

Job Title: Sr. Business Analyst

Location: Charlotte, NC (Hybrid)

Duration: Long Term Contract

Skill Matrix:

Google Dialog Flow CX
Genesys Cloud CX

Job Summary:

We are seeking a Technical Business Analyst with expertise in Telecom, IVR, and Conversational AI to bridge business requirements and technical solution delivery.
The ideal candidate will work with stakeholders, architects, and engineering teams to define, document, and deliver customer experience solutions leveraging Google Dialogflow CX, Genesys Cloud CX, and telecom platforms.

Responsibilities:

Technical Business Analyst Role Summary We are seeking a Technical Business Analyst with expertise in Telecom, IVR, and Conversational AI to bridge business requirements and technical solution delivery.
The ideal candidate will work with stakeholders, architects, and engineering teams to define, document, and deliver customer experience solutions leveraging Google Dialogflow CX, Genesys Cloud CX, and telecom platforms.
Key Responsibilities Gather and document business requirements across customer service, retention, billing, provisioning, and telecom operations.
Translate requirements into functional specifications, user stories, process flows, and acceptance criteria.
Analyze and document IVR call flows, routing logic, and conversational AI journeys using Dialogflow CX.
Define integration requirements across CRM, billing, OSS/BSS, Genesys Cloud CX, and other enterprise systems.
Perform data analysis to identify process improvements, automation opportunities, and customer experience enhancements.
Support UAT activities, test case creation, defect management, and requirements traceability.
Collaborate with business stakeholders, conversational designers, and engineering teams to ensure successful solution delivery.

Required Qualifications:

10+ years of experience as a Business Analyst or Technical BA within Telecom, Contact Center, or Customer Experience domains.
Hands-on experience with IVR systems, call flows, routing logic, and customer service processes.
Experience with Google Dialogflow (CX/ES), Conversational AI, or virtual agent platforms.
Knowledge of Genesys Cloud CX and telecom OSS/BSS ecosystems.
Strong skills in requirements gathering, process mapping, SQL, data analysis, and system integrations.
Excellent stakeholder communication, documentation, and problem-solving skills.

Preferred Qualifications:

Experience in customer retention, churn management, or telecom customer care.
Exposure to legacy IVR modernization and AI-driven customer experience initiatives.
CBAP certification and/or Google Dialogflow CX certification.
Experience with JIRA, Zephyr, TestRail, Power BI, or Tableau.

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: 90607521
Position Id: 9093360
Posted 1 hour ago

Contact the job poster

Lisa Chandre

Recruiter @ Swanktek Inc

View Profile

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

Hybrid in Charlotte, North Carolina

•

Today

We are seeking a Technical Business Analyst with expertise in Telecom, IVR, and Conversational AI to bridge business requirements and technical solution delivery. The ideal candidate will work with stakeholders, architects, and engineering teams to define, document, and deliver customer experience solutions leveraging Google Dialogflow CX, Genesys Cloud CX, and telecom platforms 3.Experience : 6to10Yrs 4.Required Skills : 5.Nice to have skills : 6.Technology : -Not Applicable 7.Shift : Day 8.Res

Easy Apply

Contract

Depends on Experience

Urgent opening for the Position of Senior Business Analyst in Charlotte, NC (Hybrid)

Charlotte, North Carolina

•

Today

Our client is lookingSenior Business Analyst in Charlotte, NC (Hybrid) below is the detailed requirements. Position: Senior Business Analyst Location: Charlotte, NC (Hybrid) Duration: Long Term Job Description: Bachelor's degree or Masters Degree in Computer science, or a related field, with minimum 610 years of experience Business Analyst or Technical BA within Telecom, Contact Center, or Customer Experience domains. Gather and document business requirements across customer service

Easy Apply

Contract, Third Party

Depends on Experience

Technical Business Analyst

Charlotte, North Carolina

•

Today

Hello, Hope you are doing great today! I am a Staffing Specialist at Avtech Solutions . I am reaching out to you on an exciting job opportunity with one of our direct clients. Job Title: Technical Business Analyst Location: Charlotte NC Share Your Updated Resume to Technical Business Analyst - Telecom & Conversational AI (Domain Knowledge mandatory) Role Summary: We are seeking a Technical Business Analyst with expertise in Telecom, IVR, and Conversational AI to bridge business requirem

Easy Apply

Contract, Third Party

Business Analyst (IVR)

Charlotte, North Carolina

•

22d ago

Job Title: Business Analyst (IVR) Location: Charlotte, NC (5 days onsite) Duration: long term Role Overview: We are seeking a skilled Business Analyst contractor to join our Virtual Channels team. The ideal candidate will have a background in Customer Experience (CX) Design for Voice/Chat Applications OR expertise in Artificial Intelligence (AI), Natural Language Understanding (NLU), and Natural Language Processing (NLP). This role involves technical and functional analysis and design to improv

Easy Apply

Contract

Depends on Experience

Search all similar jobs

More jobs at Swanktek Inc in Charlotte, NC

Sr. Business Analyst

Dice Job Match Score™

Job Details

Skills

Summary

Lisa Chandre

Similar Jobs