IVR and Contact Center BA(Only Independent Candidates)

Open for C2C but only for Independent candidates if they have their own corp.

We are seeking an experienced Business Analyst (BA) with IVR expertise to join our team. The ideal candidate will work closely with business stakeholders, product owners, customer service teams, and technology teams to gather, analyze, and document requirements for IVR and Contact Center solutions. The candidate should have strong experience in IVR call flows, customer journey mapping, requirements gathering, and translating business needs into functional specifications.

Key Responsibilities

• Gather, analyze, and document business requirements for IVR and Contact Center applications.
• Conduct stakeholder meetings, workshops, and requirement elicitation sessions.
• Create and maintain business requirement documents (BRDs), functional requirement documents (FRDs), user stories, and use cases.
• Analyze existing IVR systems and recommend enhancements to improve customer experience.
• Design and document IVR call flows, self-service journeys, and voice response workflows.
• Collaborate with development, QA, product, and operations teams throughout the SDLC.
• Work with Contact Center technologies and integrate business processes across multiple channels.
• Support UAT activities, test case reviews, defect validations, and production deployments.
• Identify process improvement opportunities and recommend automation solutions.
• Ensure solutions meet compliance, security, and operational requirements.

Required Skills

• Strong experience with IVR (Interactive Voice Response) platforms and Contact Center technologies.
• Experience gathering and documenting business and functional requirements.
• Knowledge of customer service operations, call routing, speech recognition, and self-service applications.
• Familiarity with Agile/Scrum and Waterfall methodologies.
• Experience with tools such as JIRA, Confluence, Visio, Lucidchart, and MS Office Suite.
• Strong analytical, communication, and stakeholder management skills.
• Experience in creating process flows, wireframes, and customer journey maps.

Preferred Skills

• Experience with Genesys, Cisco CVP/UCCE, Avaya, Amazon Connect, NICE CXone, or similar IVR platforms.
• Understanding of API integrations and web services.
• Experience in Banking, Financial Services, Insurance, or Telecommunications domains.
• Knowledge of Speech Analytics, Conversational AI, Chatbots, and Voice Bots.
• SQL knowledge for data analysis and reporting.