Technical Business Analyst + IVR Google CXAS || Charlotte NC || Onsite || Long Term

We at NJ TECH INC are focused on hiring highly skilled professionals who are excited by the opportunity to make a true impact on their careers as well as on our clients' business. We power our clients success and drive our consultants career growth.

We are seeking an experienced and outstanding Technical Business Analyst + IVR Google CXAS for one of our esteemed clients.

Role: Technical Business Analyst + IVR Google CXAS
Location: Charlotte NC
Duration: Long-Term Contract

Job Summary

We are seeking a Technical Business Analyst with strong experience in IVR (Interactive Voice Response), Google Cloud, and CXAS (Customer Experience/Customer Assistance Solutions). The ideal candidate will bridge the gap between business stakeholders and technical teams by gathering requirements, analyzing IVR and customer-service workflows, and translating business needs into technical and functional requirements.

The candidate should have experience working with Google-based IVR/customer experience solutions, conversational technologies, call flows, integrations, and enterprise contact-center environments.

Key Responsibilities

• Work with business stakeholders, Product Owners, contact-center teams, and technical teams to gather and analyze requirements.
• Analyze existing IVR call flows, customer journeys, routing logic, prompts, transfers, authentication, and escalation processes.
• Gather requirements for Google IVR / CXAS / customer experience solutions.
• Translate business requirements into detailed functional requirements, user stories, acceptance criteria, and technical specifications.
• Create and maintain IVR flow diagrams, process flows, business process documents, and functional specifications.
• Work closely with architects and developers to define IVR and customer-experience solution requirements.
• Analyze integrations between IVR/CXAS platforms and CRM systems, APIs, backend applications, databases, and enterprise services.
• Support requirements related to conversational AI, virtual agents, voice bots, speech recognition, and natural language processing.
• Collaborate with QA teams to develop test scenarios for IVR, integrations, call routing, conversational flows, and end-to-end customer journeys.
• Participate in SIT, UAT, integration, regression, and production validation activities.
• Analyze business and technical impacts of IVR changes and enhancements.
• Work with development teams to troubleshoot functional issues and clarify requirements.
• Participate in Agile ceremonies including refinement, sprint planning, daily stand-ups, demos, and retrospectives.
• Maintain requirements traceability and ensure delivered solutions meet business requirements.
• Communicate effectively with both technical and non-technical stakeholders.

Required Skills

• Technical Business Analyst, Business Systems Analyst, or similar role.
• Strong hands-on/functional experience with IVR systems and call flows.
• Experience with Google Cloud / Google customer experience technologies.
• Experience with CXAS / Customer Experience solutions.
• Strong understanding of IVR architecture, call routing, voice prompts, transfers, and customer journeys.
• Experience gathering and documenting technical requirements for IVR/contact-center applications.
• Experience with Google conversational/voice technologies and virtual-agent solutions.
• Strong understanding of API integrations, REST APIs, JSON, and backend services.
• Experience creating user stories, functional requirements, acceptance criteria, process flows, and use cases.
• Experience working with Agile/Scrum methodologies.
• Experience with Jira and Confluence.
• Strong experience with SIT, UAT, integration, functional, and regression testing.
• Excellent analytical, communication, documentation, and stakeholder-management skills.

NJ TECH INC is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, We cannot sponsor any visa at this time

NJ TECH INC, is a globally managed IT service, consulting and Business solutions partner. Our "High-Performance Business" strategy builds up our expertise in technology and consulting. Our consulting plays a major role in helping clients to achieve their objectives in the highest level; ultimately creating sustainable value for customers. Come, transform your career with us and be a part of our high-performing team