Business Analyst - IVR (Interactive Voice Response)

JR1016584Business Analyst - IVR (Interactive Voice Response)Location : Alpharetta, GA (Need Onsite day 1, Hybrid 3 days from office, No Remote)Duration : 12 months contract Tax type : W2 contractVisa : Any visa independent.

Job Description We are looking for a talented and experiencedBusiness Analyst with expertise in Interactive Voice Response (IVR) systems to join our team.

The ideal candidate will have a strong understanding of IVR technologies and a proven track record of analyzing business requirements and translating them into effective IVR solutions.

As a Business Analyst - IVR, you will play a crucial role in thedesign, development, and implementation of IVR systems to enhance customer experiences and optimize operational efficiency.

Responsibilities : Collaborate with business stakeholders, including customer service, operations, and IT teams, togather and analyze requirements for IVR solutions.

Conduct thorough business process analysis to identify opportunities for leveraging IVR technology to improve customer interactions and support business objectives.

Translate business requirements into detailed functional specifications anduser stories for IVR system enhancements and new features.

Work closely with cross-functional teams, including developers, QA engineers, and system architects, to ensure thesuccessful implementation of IVR solutions.

Conduct gap analysis to identify areas for improvement in existing IVR systems and recommend enhancements to meet business and customer needs.

Define and document IVR call flows, menu structures, and voice prompts, ensuring adherence to best practices for usability and customer experience.

Collaborate with telephony and speech recognition vendors to evaluate and select appropriate IVR technologies and tools to support business requirements.

Perform user acceptance testing (UAT) and facilitate user training for new IVR features and functionality. Analyze IVR performance data and customer feedback to identify opportunities for continuous improvement and optimization.

Act as a subject matter expert on IVR technologies and best practices, providing guidance and support to internal teams and stakeholders.

Requirements : 3+ years of experience as aBusiness Analyst, with a focus on IVR systems and telephony technologies. Strong understanding of IVR platforms, call routing, voice recognition, and speech analytics.

Experience with IVR design tools and platforms such as Genesys, Avaya, Cisco, or similar systems. Knowledge of telephony protocols and standards, including SIP, VoIP, and CTI integration.

Proficiency in gathering and documenting business requirements, use cases, and functional specifications. Solid understanding of contact center operations and customer service processes.

Strong analytical and problem-solving skills, with the ability to translate business needs into technical solutions. Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.

Familiarity with Agile methodologies and experience working in agile development environments is a plus.