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 Charlotte, NC. As a Senior Business Analyst, you will lead customer journey discovery, system analysis, and requirements definition across IVR and IVA platforms, playing a key role in shaping the future of conversational customer experiences.

Customer Experience & Stakeholder Engagement (30%):
* Lead customer experience discovery sessions and stakeholder workshops
* Facilitate cross-functional discussions to align business, technical, and CX priorities
* Translate customer and business needs into clear, actionable insights

System Analysis & Platform Evaluation (30%):
* Perform cross-platform analysis of IVR and IVA systems
* Develop gap assessments and capability matrices to support platform unification
* Partner with technical teams to evaluate current-state and future-state solutions

Business & Functional Requirements (40%):
* Author high-quality business and functional requirements for conversational platforms
* Define end-to-end customer journeys impacted by merger and integration efforts
* Ensure requirements enable scalable, AI-driven self-service capabilities

REQUIREMENTS:
* 5+ years of experience as a Business Analyst, Technical BA, or Product Analyst supporting Digital IVR and/or IVA platforms
* Strong expertise in customer journey analysis, gap assessments, and business requirements definition
* Advanced SQL skills, with exposure to GenAI and Large Language Model (LLM) technologies
* Hands-on experience designing, supporting, or enhancing conversational IVR/IVA solutions

Preferred Experience:
* Experience supporting large-scale platform integrations or enterprise mergers
* Familiarity with AI-driven self-service and conversational design best practices
* Background working in complex, enterprise-scale environments

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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