Business Systems Analyst (IVR
Job in
Newark, Essex County, New Jersey, 07175, USA
Listed on 2026-08-01
Listing for:
JSR Tech Consulting
Full Time
position Listed on 2026-08-01
Job specializations:
-
IT/Tech
Business Systems & Technology Analysis, IT Business Analyst, Data Analyst
Job Description & How to Apply Below
Our financial services client is seeking a highly skilled and experienced Business Systems 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.
- 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.
- Deep expertise in insurance financial engines and regulatory compliance.
- Knowledge of SQL, Databases and Analytical/Reporting tools such as PowerBI/Tableau.
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