Ampstek

Compensation

Full Description

We are looking for an experienced Business Analyst with strong expertise in call flow design / Interactive Voice Response (IVR) systems. The ideal candidate will work closely with business stakeholders, contact center teams, and technical teams to gather requirements, design efficient call flows, and improve customer interaction experiences. Key Responsibilities • Analyze business requirements and translate them into call flow / IVR functional specifications • Design and document end-to-end call flows, IVR menus, and customer journey maps • Collaborate with stakeholders to optimize customer self-service and call routing logic • Work with developers and vendors to support IVR implementation, enhancements, and integrations • Conduct gap analysis, impact analysis, and UAT support for IVR and telephony solutions • Prepare documentation including BRDs, FRDs, use cases, process flows, and wireframes • Ensure IVR solutions align with business objectives, compliance, and customer experience best practices • Support change management and post-implementation analysis Required Skills & Qualifications • 5+ years of experience as a Business Analyst, preferably in contact center or telecom domains • Strong hands-on experience in Call Flow Design / IVR systems • Experience working with contact center platforms (Genesys, Avaya, Cisco, NICE, Twilio, etc.) • Strong understanding of customer journeys, call routing logic, and self-service design • Experience with UML diagrams, flowcharts, and process modeling tools • Excellent communication and stakeholder management skills