IW
Business Analyst - IVR
Info Way Solutions LLC
🇺🇸 United States
On-site
8 months ago
- triage
8 months ago
Not enough detail in this posting to match
Role : Business Analyst with IVR Background
Location : Charlotte NC (4 days Onsite)
Job Summary
We are seeking a Business Analyst with strong experience inIVR (Interactive Voice Response) systems and Contact Center solutions. The candidate will work closely with business stakeholders, IVR developers, and operations teams to gather requirements, analyze call flows, and optimize customer experience.
Key Responsibilities
- Gather, analyze, and document business requirements forIVR & Contact Center solutions
- Work on IVR call flow design, menu structures, prompts, and routing logic
- Collaborate with stakeholders to translate business needs into functional specifications
- PrepareBRD, FRD, Use Cases, Process Flow Diagrams
- Coordinate with IVR developers, QA, and telephony teams for implementation
- Analyze call data, drop rates, containment rates, and customer journey metrics
- Support UAT, defect triage, and post-deployment validation
- Identify opportunities to improve IVR self-service and customer experience
- Ensure compliance with business, regulatory, and security requirements
Business Analyst - IVR · Info Way Solutions LLC