Business Analyst (IVR)

Job Title: Business Analyst (IVR)

Location: Charlotte, NC (5 days onsite)

Duration: long term

Role Overview: We are seeking a skilled Business Analyst contractor to join our Virtual Channels team. The ideal candidate will have a background in Customer Experience (CX) Design for Voice/Chat Applications OR expertise in Artificial Intelligence (AI), Natural Language Understanding (NLU), and Natural Language Processing (NLP). This role involves technical and functional analysis and design to improve our customer interaction tools.

Key Responsibilities:

•             Conduct comprehensive technical and functional analysis for IVR, IVA Chat, and Call Center Desktop tools.

•             Collaborate with cross-functional teams to understand business needs and translate them into technical requirements.

•             Design and optimize CX features in voice and chat applications to enhance user experience.

•             Leverage AI, NLU, and NLP technologies to improve the functionality and efficiency of communication tools.

•             Develop detailed documentation and specifications for development and implementation.

•             Support the testing and deployment of new features and enhancements.

•             Provide ongoing analytical support to ensure continuous improvement of applications.

Required Qualifications:

•             Proven experience as a Business Analyst in CX Design or AI/NLU/NLP domains.

•             Strong understanding of voice/chat applications in customer interaction environments.

•             Excellent analytical skills and ability to translate business requirements into technical specifications.

•             Experience with Agile methodologies and project management tools.

•             Strong communication skills, both written and verbal, with the ability to present complex information clearly.

•             Ability to work independently and collaboratively in a fast-paced environment.

Preferred Qualifications:

•             Experience in the telecommunications industry.