IVR Business Systems Analyst *Hiring ASAP*

Description
Job Description:
We are seeking a highly skilled and experienced Business Analyst with a background in implementing effective contact center/IVR solutions. The ideal candidate will have a proven track record in supporting AI-driven transformations in the IVR and chatbot space. This role requires a deep understanding of customer service operations, actionable business intelligence, data modeling, and governance, especially within the financial services industry.
Key Responsibilities:
Experience in modernizing IVR flows into customer-centric, adaptive, and learning-oriented conversational journeys powered by AI agents.
Ability to capture and translate business needs into agentic AI-focused requirements, shifting from traditional deterministic IVR call flow logic to flexible, goal oriented conversational behaviors.
Evaluate business processes, anticipate requirements, and uncover areas for improvement ensuring strategic alignment and operational efficiency.
Develop actionable business intelligence and analytics to drive decision-making.
Lead ongoing reviews of business processes and developing optimization strategies.
Develop and implement data governance, data management, and data quality program practices and strategies.
Model business processes for Interactive Voice Response (IVR) and implement effective solutions.
Foster a culture of continuous improvement and excellence.
What you bring to the table:
Demonstrated experience in redesigning IVR systems (for self-service on the voice channel) and leveraging AI solutions in the IVR space.
Experience working in an AGILE environment.
Strong analytical skills and proficiency in data modeling techniques.
BA/BS in CS, Information Systems or Information management or Systems design.
Ability to manage complex projects and deliver results in a fast-paced environment.
Excellent communication and leadership abilities.
Bonus if you have:
Deep expertise in insurance financial engines and regulatory compliance.
Knowledge of SQL, Databases and Analytical/Reporting tools such as PowerBI/Tableau.
Skills
IVR, AI, LLM, Self Service, Contact Center, Regulatory, Compliance, SQL
Top Skills Details
IVR,AI,LLM,Self Service,Contact Center
Additional Skills & Qualifications
Role preferred to be hybrid, in either Newark or Ft. Wash offices. Open to remote for a great candidate.
Experience Level
Expert Level
Job Type & Location
This is a Contract position based out of Atlanta, GA.
Pay and Benefits
The pay range for this position is $60.00 - $68.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Aug 7, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.