iPeople Infosystems LLC

Compensation

Full Description

Role: Business Analyst with IVR contact center domain knowledge Location: Charlotte, NC Type: Contract Position Key Responsibilities Requirements Gathering & Analysis • Work with business users, operations, and product teams to gather and document business requirements for IVR enhancements and new features. • Analyze existing call flows, call volumes, customer intents, and operational metrics to identify improvement opportunities. • Translate business needs into functional and non-functional requirements, user stories, and acceptance criteria. IVR Design & Optimization • Design end-to-end IVR call flows, menus, routing logic, and self-service workflows. • Collaborate with solution architects and voice engineers to create detailed IVR design documents (call flow diagrams, prompt scripts, logic elements). • Evaluate and recommend improvements for customer experience, call containment rates, and system usability. Project Coordination & Delivery • Act as a liaison between business stakeholders and the technical development team. • Participate in sprint planning, backlog prioritization, UAT planning, and change management. • Support testing teams by creating test cases and validating IVR functionality during UAT. Data & Performance Analysis • Monitor IVR KPIs such as call containment, menu usage, transfer rates, and customer drop-offs. • Perform root-cause analysis on performance issues and suggest actionable improvements. • Prepare regular performance reports and present insights to leadership. Documentation & Compliance • Create and maintain detailed documentation including BRDs, FRDs, process flows, user stories, and SOPs. • Ensure all changes adhere to compliance, security, and regulatory standards (PCI, HIPAA, GDPR, etc., if applicable). Required Skills & Qualifications • Bachelor's degree in Computer Science, Information Systems, Business, or related field. • 6+ years of experience as a Business Analyst, with at least 2+ years in IVR or Contact Center domain. • Strong understanding of IVR platforms (Nuance, Genesys, Cisco CVP, Avaya Experience Portal, AWS Connect, GVP, etc.). • Hands-on experience creating IVR call flow diagrams using tools like Visio, Lucidchart, Draw.io, or similar. • Knowledge of DTMF, ASR, TTS, NLP-based IVR, and speech analytics is a plus. • Familiarity with call routing, queue management, CTI integration, CRM integration, and contact center operations. • Strong analytical, problem-solving, and communication skills. • Experience with Agile/Scrum methodologies, user stories, and JIRA/Azure DevOps.