Business Analyst, Intelligent Virtual Assistant

Location: Rosemead, CA - Hybrid (Onsite Tuesday & Wednesday)

Duration: 12-month contract (W2)

About the role

Our client, a leading Southern California utility company, is seeking a Business Analyst to support its Intelligent Virtual Assistant (IVA) program. This role turns approved backlog items into clear, traceable, testable requirements, analyzing business processes, rules, data, system interactions, and dependencies to build requirement packages and test scenarios that support implementation and validation.

Responsibilities

• Elicit and document functional and non-functional requirements from backlog items, BRDs, and SME/stakeholder discovery sessions.
• Document business rules, decision logic, and expected system behavior for exceptions and edge cases.
• Expand customer journeys into detailed scenarios, covering success, alternate, exception, and recovery paths.
• Define data mappings, validations, reporting/event-tracking logic, and integration requirements (inputs, outputs, error handling, dependencies).
• Develop testable acceptance criteria and functional, integration, end-to-end, regression, and negative test scenarios.
• Support test execution, defect management, and root-cause analysis, routing issues to the appropriate owners.
• Validate released capabilities against requirements in production and maintain traceability across requirements, testing, and defects.

Requirements

• Bachelor's degree in Business, Finance, Accounting, Statistics, or related field, or equivalent experience.
• 3-5 years of business analysis experience on complex technology, customer-experience, contact-center, or digital initiatives.
• Demonstrated ability to lead requirements and implementation activities, including project documentation and vendor collaboration.

Skills

• Experience with IVR, IVA, chatbots, conversational AI, contact centers, or digital self-service.
• Working knowledge of APIs, relational data, system interfaces, and upstream/downstream dependencies.
• Data analysis and reporting experience, with SQL or comparable methods for validating relational data.
• Strong requirements, business rules, and traceability documentation skills.
• Experience developing testable acceptance criteria and functional, integration, end-to-end, negative, and regression test scenarios.
• Experience producing data mappings, interface requirements, or integration documentation.
• Strong defect-documentation, analytical, facilitation, and written communication skills.
• Ability to work across multiple journeys or assignments as program priorities shift.
• Experience with voice/conversational testing, analytics/reporting, authentication, enterprise integrations, distributed teams, or regulated/high-volume environments a plus.

Schedule

Monday-Friday, 8:00 AM-5:00 PM

Pay

$31.00 - $35.00/hr