Overview
Skills
Job Details
Onsite at Charlotte, NC
(No remote/hybrid requests will be entertained)
Proficiency Level Expected:
10+ years of experience as a Business Analyst, with a primary focus on:
Telecom solutions
IVR systems
Telecom back office operations
Basic SQL skills
Agile environments as a BA
Strong communication and interpersonal skillsProven track record of collaborating with stakeholders, translating business needs into technical specifications, and leading solution delivery
Exposure to system integration, testing (including UAT), and optimization within IVR and conversational AI environments
Responsibilities:
Expertise in working closely with stakeholders to gather, document, and analyze business requirements, especially for telecom and IVR systems
Strong knowledge of IVR systems, telecom solutions, prompt engineering, and conversational AI platforms like Kore AI
Proficiency in creating business documentation such as BRDs, functional specifications, and process flows
Collaborate with business stakeholders, product owners, and technical teams to gather, document, and prioritize business and functional requirements for IVR, conversational AI, and telecom systems
Design and refine IVR and conversational flows to improve user interactions and enhance self-service capabilities, focusing on delivering a seamless customer experience
Analyze business needs, assess the impact of new requirements, and convert them into clear, actionable technical specifications (exposure to LLM & ML will be an added advantage)
Create comprehensive documentation, including business requirements documents (BRD), functional specifications, user stories, and process flow diagrams to ensure a clear understanding of project goals
Work closely with development and technical teams to translate business requirements into technical designs and solutions that align with business objectives and technical feasibility
Conduct user acceptance testing (UAT) and validate solutions to ensure they meet requirements, perform as expected, and provide an optimal customer experience
Serve as a liaison between business, technical teams, and external vendors to ensure project milestones are met and deliverables are aligned with business expectations
Identify opportunities to streamline processes, improve system integration, and optimize performance in IVR and conversational AI systems
Provide guidance and mentorship to junior business analysts, ensuring best practices in business analysis, documentation, and stakeholder communication
Role & Function
#BusinessAnalyst
#SeniorBusinessAnalyst
#TechnicalBusinessAnalyst
#TelecomBA
#IVRBA
#ConversationalAI
Domain & Industry
#Telecommunications
#TelecomSolutions
#IVRSystems
#ContactCenter
#CustomerExperience
#ConversationalAI
Skills & Tools
#SQL
#Agile
#PromptEngineering
#LLM
#MachineLearning
#SystemIntegration
#UserAcceptanceTesting
#BRD
#FunctionalSpecifications
#ProcessFlows
Platforms & Technologies
#KoreAI
#AIPlatforms
#Chatbots
#VoiceAutomation