IVR Business Analyst

RESPONSIBILITIES:
Kforce is immediately seeking an experienced IVR Business Analyst in support of our enterprise telecommunications and mass media client based in Stamford, CT.

Summary:
This role plays a critical part in reimagining the customer experience through AI driven self service, with a focus on unifying and optimizing customer journeys across Conversational IVR and IVA platforms. You will lead customer journey discovery, system analysis, and requirements definition to support large scale platform integration and transformation initiatives. This is a net new position created to support growing demand and increased complexity across conversational platforms.

What a Typical Day Looks Like:
* 30% - Customer Experience Discovery & Stakeholder Workshops: Facilitate workshops and working sessions to understand current state journeys, pain points, and future state experience goals
* 30% - System Analysis & Cross Platform Evaluation: Perform system analysis across multiple platforms, building gap and capability matrices to compare features, integrations, and constraints
* 40% - Business & Functional Requirements Documentation: Translate insights into clear, actionable business and functional requirements that guide design, development, and implementation teams

Key Responsibilities:
* Lead customer journey analysis for Conversational IVR and IVA experiences
* Partner with product, engineering, CX, and data teams to align requirements with business outcomes
* Develop gap assessments, capability matrices, and future state recommendations
* Document high quality business and functional requirements, user stories, and acceptance criteria
* Support AI driven self service initiatives, including conversational design and automation use cases

REQUIREMENTS:
* 5+ years of experience as a Business Analyst, Technical BA, or Product Analyst
* Hands on experience with Digital IVR and IVA platforms
* Strong SQL skills with exposure to GenAI and Large Language Models (LLMs)
* Experience designing, supporting, or enhancing conversational IVR/IVA solutions

Proven expertise in:
* Customer journey mapping and CX analysis
* Gap assessments and capability evaluations
* Business and functional requirements definition

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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