What are the responsibilities and job description for the Contact Center Business Analyst || Charlotte, NC || Contract position at iPeople Infosystems LLC?
Job Details
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.
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