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: 2026-04-02