Business Systems Analyst

RESPONSIBILITIES:
Kforce has a client that is seeking a Business Systems Analyst in Charlotte, NC.

Summary:
We are seeking a seasoned Business Analyst to support AI-driven customer experience initiatives across Conversational Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) platforms. This role plays a critical part in reimagining end-to-end customer journeys, supporting large-scale merger and integration efforts, and translating complex business needs into clear, actionable technical requirements. The ideal candidate brings strong systems analysis skills, deep experience with digital IVR/IVA platforms, and the ability to serve as a trusted bridge between business stakeholders and engineering teams.

Responsibilities:
* Business Systems Analyst will review, analyze, and evaluate information technology systems and operations related to Conversational IVR and IVA platforms
* Serve as the primary point of contact between business users and engineering/development teams
* Lead customer experience discovery sessions and stakeholder workshops to capture requirements and pain points
* Perform system analysis and cross-platform comparisons, including gap and capability assessments
* Identify, document, report, and track system issues through resolution
* Translate business needs into formal business, functional, and technical requirement deliverables
* As a Business Systems Analyst, you will support merger and integration initiatives by aligning customer journeys across platforms
* Partner closely with product, engineering, and CX teams to ensure requirements are clearly understood and implemented

Typical Day Breakdown:
* 30% Customer experience discovery and stakeholder workshops
* 30% System analysis and cross-platform comparison (gap and capability matrix)
* 40% Business and functional requirements documentation

REQUIREMENTS:
* 5-10 years of experience as a Business Analyst, Technical Business Analyst, or Product Analyst
* 5+ years of hands-on experience supporting Digital IVR and IVA platforms
* Proven experience with CX journey analysis, gap assessment, and business requirements definition
* Experience working closely with engineering and development teams in an SDLC environment
* Strong SQL skills with the ability to analyze and validate data across systems
* Excellent documentation, communication, and stakeholder management skills

Preferred Skills:
* Experience designing, implementing, or supporting conversational IVR/IVA solutions
* Exposure to Generative AI and Large Language Model (LLM) technologies
* Background supporting large-scale platform integrations or merger initiatives
* Familiarity with AI-driven self-service or conversational customer experience platforms

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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