Business Analyst - IVR (Interactive Voice Response)

Job Description

We are looking for a talented and experienced Business Analyst with expertise in Interactive Voice Response (IVR) systems to join our team. The ideal candidate will have a strong understanding of IVR technologies and a proven track record of analyzing business requirements and translating them into effective IVR solutions. As a Business Analyst - IVR, you will play a crucial role in the design, development, and implementation of IVR systems to enhance customer experiences and optimize operational efficiency.

Responsibilities:

• Collaborate with business stakeholders, including customer service, operations, and IT teams, to gather and analyze requirements for IVR solutions.
• Conduct thorough business process analysis to identify opportunities for leveraging IVR technology to improve customer interactions and support business objectives.
• Translate business requirements into detailed functional specifications and user stories for IVR system enhancements and new features.
• Work closely with cross-functional teams, including developers, QA engineers, and system architects, to ensure the successful implementation of IVR solutions.
• Conduct gap analysis to identify areas for improvement in existing IVR systems and recommend enhancements to meet business and customer needs.
• Define and document IVR call flows, menu structures, and voice prompts, ensuring adherence to best practices for usability and customer experience.
• Collaborate with telephony and speech recognition vendors to evaluate and select appropriate IVR technologies and tools to support business requirements.
• Perform user acceptance testing (UAT) and facilitate user training for new IVR features and functionality.
• Analyze IVR performance data and customer feedback to identify opportunities for continuous improvement and optimization.
• Act as a subject matter expert on IVR technologies and best practices, providing guidance and support to internal teams and stakeholders.

Requirements:

• 3+ years of experience as a Business Analyst, with a focus on IVR systems and telephony technologies.
• Strong understanding of IVR platforms, call routing, voice recognition, and speech analytics.
• Experience with IVR design tools and platforms such as Genesys, Avaya, Cisco, or similar systems.
• Knowledge of telephony protocols and standards, including SIP, VoIP, and CTI integration.
• Proficiency in gathering and documenting business requirements, use cases, and functional specifications.
• Solid understanding of contact center operations and customer service processes.
• Strong analytical and problem-solving skills, with the ability to translate business needs into technical solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
• Familiarity with Agile methodologies and experience working in agile development environments is a plus.