Business Analyst

We are seeking an experienced Business Analyst with strong expertise in IVR (Interactive Voice Response) systems to join our team. The candidate will play a critical role in bridging business requirements with technical implementation, ensuring seamless delivery of customer experience solutions across IVR platforms.

Key Responsibilities

Collaborate with business stakeholders to gather, analyze, and document requirements related to IVR and telephony solutions Translate business needs into functional specifications, process flows, and user stories Work closely with solution architects, developers, and QA teams to ensure accurate design, development, and deployment of IVR solutions Conduct gap analysis, feasibility studies, and recommend enhancements to optimize IVR workflows Design and document call flows, self-service options, and integration touchpoints with backend systems (CRM, databases, APIs, etc.) Partner with UX and voice design teams to ensure user-friendly IVR experiences Define acceptance criteria, perform UAT, and validate IVR features against business requirements Monitor IVR performance, analyze usage reports, and recommend continuous improvements Ensure compliance with data privacy, security, and telecom regulations

Required Qualifications

6+ years of experience as a Business Analyst, with at least 2+ years working on IVR or telephony-based projects Strong understanding of IVR technologies (Genesys, Avaya, Cisco, Five9, or equivalent) Experience in documenting IVR call flows, user journeys, and system integration requirements Knowledge of APIs, web services, and backend system integrations with IVR Proficiency in preparing BRDs, FRDs, Use Cases, and User Stories Hands-on experience with tools such as Visio, Lucidchart, or equivalent for workflow design Strong analytical, problem-solving, and communication skills Familiarity with Agile/Scrum methodologies Strong verbal and written communication skills, with the ability to explain complex technical issues to non-technical stakeholders Ability to collaborate effectively with cross-functional teams and provide user support Proven ability to manage and resolve escalated technical issues, ensuring high levels of customer satisfaction and minimizing user downtime Able to attend offshore, onsite and client meetings as required Flexible to work during overlap hours based on business requirements Healthcare domain knowledge is an added advantage

Preferred Qualifications

Experience in Conversational AI/Voicebots integration with IVR Knowledge of speech recognition, NLP, and text-to-speech technologies Experience with cloud-based IVR platforms (Amazon Connect, Genesys Cloud, Twilio, etc.) Prior experience in customer service or contact center domain Customer-oriented mindset with excellent problem-solving capabilities Strong organizational skills and disciplined documentation habits Adaptability and eagerness to learn in a dynamic, fast-paced environment Ability to collaborate effectively across teams, including security, development, and support

IVR, Business Analysis, Amazon Connect, Genesys Cloud