Technical Business Analyst – Telecom & Conversational AI
Job in
Charlotte, Mecklenburg County, North Carolina, 28202, USA
Listed on 2026-09-02
Listing for:
Iconma
Full Time
position Listed on 2026-09-02
Job specializations:
-
IT/Tech
Business Systems & Technology Analysis, IT Business Analyst, Data Analyst
Job Description & How to Apply Below
Technical Business Analyst – Telecom & Conversational AI
Our client, an IT Services and Consulting company, is looking for a Technical Business Analyst – Telecom & Conversational AI for their Charlotte, NC location.
Responsibilities include:
- Gather and document business requirements across customer service, retention, billing, provisioning, and telecom operations.
- Translate requirements into functional specifications, user stories, process flows, and acceptance criteria.
- Analyze and document IVR call flows, routing logic, and conversational AI journeys using Dialogflow CX.
- Define integration requirements across CRM, billing, OSS/BSS, Genesys Cloud CX, and other enterprise systems.
- Perform data analysis to identify process improvements, automation opportunities, and customer experience enhancements.
- Support UAT activities, test case creation, defect management, and requirements traceability.
- Collaborate with business stakeholders, conversational designers, and engineering teams to ensure successful solution delivery.
Requirements include:
- We are seeking a Technical Business Analyst with expertise in Telecom, IVR, and Conversational AI to bridge business requirements and technical solution delivery.
- The ideal candidate will work with stakeholders, architects, and engineering teams to define, document, and deliver customer experience solutions leveraging Google Dialogflow CX, Genesys Cloud CX, and telecom platforms.
- 10+ years of experience as a Business Analyst or Technical BA within Telecom, Contact Center, or Customer Experience domains.
- Hands-on experience with IVR systems, call flows, routing logic, and customer service processes.
- Experience with Google Dialogflow (CX/ES), Conversational AI, or virtual agent platforms.
- Knowledge of Genesys Cloud CX and telecom OSS/BSS ecosystems.
- Strong skills in requirements gathering, process mapping, SQL, data analysis, and system integrations.
- Excellent stakeholder communication, documentation, and problem-solving skills.
- Experience in customer retention, churn management, or telecom customer care.
- Exposure to legacy IVR modernization and AI-driven customer experience initiatives.
- CBAP certification and/or Google Dialogflow CX certification.
- Experience with JIRA, Zephyr, Test Rail, Power BI, or Tableau.
- Years of
Experience:
10.00 Years of Experience
Why should you apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
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