Role: Business Analyst - IVR

Role: Business Analyst

Location: Charlotte, NC ( Onsite )

Experience: 7+ Years as BA with IVR Background

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.