Business Analyst

The Business Analyst, Intelligent Virtual Assistant (IVA), translates approved backlog items into clear, traceable, and testable requirements. This role analyzes business processes, rules, data, system interactions, reporting needs, exceptions, and dependencies to develop requirement packages and end-to-end test scenarios that support implementation and validation of approved capabilities.

Owns the detailed definition, documentation, traceability, and requirements-based validation of approved IVA backlog items.

• Review approved backlog items, BRDs, business policies, procedures, and system documentation.
• Facilitate discovery sessions with business, operations, product, technology, analytics, QA, vendors, and SMEs.
• Translate product direction into functional and non-functional requirements.
• Identify gaps, conflicts, missing rules, exceptions, and unclear requirements.
• Escalate unresolved business or product decisions to Product Management.
• Ensure requirements are specific, measurable, traceable, and testable.

• Document business rules, eligibility criteria, validations, calculations, sequencing, and outcomes.
• Define behavior for missing, invalid, unavailable, or inconsistent information.
• Maintain a traceable business rules repository.
• Validate rules with business owners and elevate unresolved policy decisions.
• Expand high-level customer journeys into detailed scenarios.
• Document successful, alternate, exception, failure, escalation, and recovery paths.
• Define customer inputs, system responses, handoff requirements, and expected outcomes.
• Analyze customer friction points, interruptions, authentication issues, and system failures.
• Present findings and recommendations to Product Management.

• Define data sources, elements, mappings, validations, transformations, and reporting needs.
• Document relationships between customer inputs, data, system responses, and reporting events.
• Establish event tracking, metrics, calculations, filters, and reporting logic.
• Identify data-quality issues and their business impact.
• Document integration requirements, including inputs, outputs, validations, error handling, dependencies, and interface requirements.
• Maintain traceability across requirements, integrations, testing, and defects.

• Develop detailed, testable acceptance criteria covering success, failure, boundary, alternate, and exception scenarios.
• Ensure criteria address data, integration, reporting, authorization, transfer, and operational requirements.
• Create functional, integration, end-to-end, regression, negative, and exception-based test scenarios.
• Define test data, preconditions, execution steps, expected results, and evidence requirements.
• Support test execution, validation, defect management, retesting, and closure activities.
• Provide requirements-based readiness assessments to Product Management.
• Analyze defects to determine whether issues stem from requirements, business rules, data, integrations, configuration, platform behavior, reporting, prompts, or implementation.
• Route issues to appropriate owners and update documentation when approved corrections are made.
• Identify recurring gaps and recommend process improvements.

• Validate released capabilities against approved requirements.
• Review production results, transcripts, defects, and operational findings.
• Identify deviations between requirements and actual behavior.
• Create defects or requirement updates as needed and provide findings to Product Management.
• Maintain traceability between production findings, requirements, and backlog items.

• 3-5 years of business-analysis experience supporting complex technology, customer-experience, contact-center, or digital initiatives.
• Experience with IVR, IVA, chatbots, conversational AI, contact centers, or digital self-service.
• Working understanding of APIs, relational data, system interfaces, and upstream and downstream dependencies.
• Experience in data analysis and reporting. Familiarity with SQL or comparable methods for…