Business Analyst - IVR

Key Responsibilities

• Experience in modernizing IVR flows into customer-centric, adaptive, and learning-oriented conversational journeys powered by AI agents.
• Ability to capture and translate business needs into agentic AI-focused requirements, shifting from traditional deterministic IVR call flow logic to flexible, goal oriented conversational behaviors.
• Evaluate business processes, anticipate requirements, and uncover areas for improvement ensuring strategic alignment and operational efficiency.
• Develop actionable business intelligence and analytics to drive decision-making.
• Lead ongoing reviews of business processes and developing optimization strategies.
• Develop and implement data governance, data management, and data quality program practices and strategies.
• Model business processes for Interactive Voice Response (IVR) and implement effective solutions.
• Foster a culture of continuous improvement and excellence.

What You Bring to the Table

• Demonstrated experience in redesigning IVR systems (for self-service on the voice channel) and leveraging AI solutions in the IVR space.
• Experience working in an AGILE environment.
• Strong analytical skills and proficiency in data modeling techniques.
• Bachelor's degree in Computer Science, Information Systems, Information Management, or Systems Design.
• Ability to manage complex projects and deliver results in a fast-paced environment.
• Excellent communication and leadership abilities.

Bonus if you have

• Deep expertise in insurance financial engines and regulatory compliance.
• Knowledge of SQL, Databases, and Analytical/Reporting tools such as PowerBI/Tableau.