IVR Business Analyst

Key Responsibilities • Good understanding about Contact Center Technology(CCT) Concepts • 7 + years of experience in technical writing of business requirements • Reviews, analyzes, and evaluates information technology systems operations. • Determines user needs and requirements and recommends ways to improve systems. • Serves as primary point of contact between users and engineering/development staff. • Identifies, documents, reports, and tracks system issues. • Collaborate with cross-functional teams to understand business needs and translate them into technical requirements. • Design and optimize CX features in voice and chat applications to enhance user experience. • Develop detailed documentation and specifications for development and implementation. • Support the testing and deployment of new features and enhancements. • Provide ongoing analytical support to ensure continuous improvement of applications. Required Qualifications • Proven experience as a Business Analyst in Contact Center domain. • Strong understanding of voice/chat applications in customer interaction environments. • Excellent analytical skills and ability to translate business requirements into technical specifications. • Experience with Agile methodologies and project management tools. • Strong communication skills, both written and verbal, with the ability to present complex information clearly. • Ability to work independently and collaboratively in a fast-paced environment. • Experience in the telecommunications industry.

Created: 2026-03-04