TL;DR

Business Analyst (Telecom & IVR Systems): Gathering, documenting, and analyzing business requirements for IVR, conversational AI, and telecom systems with an accent on improving customer interactions and self-service capabilities. Focus on translating business needs into actionable technical specifications, streamlining processes, and optimizing performance across platforms.

Location: Mandatory onsite (5 days/week) in Charlotte, NC. Remote or hybrid work is not permitted.

Salary: $90,000.00 - $120,000.00 (USD)

Company

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What you will do

Gather, document, analyze, and prioritize business and functional requirements for IVR, conversational AI, and telecom systems.
Design, enhance, and refine IVR and conversational flows to improve customer interactions and self-service capabilities.
Translate business needs into clear, actionable technical specifications.
Create documentation including BRDs, functional specifications, user stories, and process flow diagrams.
Conduct and support User Acceptance Testing (UAT) to validate that solutions meet requirements.
Identify opportunities to streamline processes, improve system integration, and optimize performance across platforms.

Requirements

8+ years of Business Analysis experience, with a strong focus on Telecom solutions, IVR systems, and Conversational AI.
Hands-on experience with Kore.ai platforms and telecom-related BSS systems.
Exposure to LLM and Machine Learning technologies.
Proven ability to elicit and document complex business requirements.
Excellent communication, documentation, and stakeholder management skills.
Experience working in Agile environments is preferred.