Senior Business Analyst – Telecom & IVR – Charlotte, NC

Role

Title:

Senior Business Analyst Telecom & IVR

Location:

Onsite Charlotte, NC Responsibilities

• Experience 8 years of business analysis experience, with a focus on telecom solutions, IVR systems, and conversational AI.
• Experience working with Kore AI platforms and telecom-related BSS systems.”
• Expertise in working closely with stakeholders to gather, document, and analyze business requirements, especially for telecom and IVR systems.
• Strong knowledge of IVR systems, telecom solutions, Prompt Engineering and conversational AI platforms like Kore AI.
• Proficiency in creating business documentation such as BRDs, functional specs, and process flows.
• Collaborate with business stakeholders, product owners, and technical teams to gather, document, and prioritize business and functional requirements for IVR, conversational AI, and telecom systems.
• Design and refine IVR and conversational flows to improve user interactions and enhance self-service capabilities, focusing on delivering a seamless customer experience.
• Analyze business needs, assess the impact of new requirements, and convert them into clear, actionable technical specifications. Exposure to LLM & ML will be added Advantage.
• Create comprehensive documentation, including business requirements documents (BRD), functional specifications, user stories, and process flow diagrams to ensure a clear understanding of project goals.
• Work closely with development and technical teams to translate business requirements into technical designs and solutions that align with business objectives and technical feasibility.
• Conduct user acceptance testing (UAT) and validate solutions to ensure they meet the requirements, perform as expected, and provide an optimal customer experience.
• Serve as a liaison between business, technical teams, and external vendors to ensure project milestones are met and deliverables are aligned with business expectations. Identify opportunities to streamline processes, improve system integration, and optimize performance in IVR and conversational AI systems.