Business Analyst

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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.