Final Interview is onsite: Technical Business Analyst, Charlotte, NC (Onsite)

About the role

A Technical Business Analyst with strong Telecom and IVR experience who translates business needs into clear requirements for technical and engineering teams. The role focuses on IVR, Conversational AI, customer service, and telecom systems using tools such as Google Dialogflow CX and Genesys Cloud CX.

Responsibilities

• Gather and analyze business requirements from stakeholders.
• Convert business requirements into user stories, functional requirements, process flows, and acceptance criteria.
• Document IVR call flows and routing logic.
• Design conversational and virtual-agent journeys using Google Dialogflow CX.
• Define system integrations with CRM, billing, OSS/BSS, Genesys Cloud CX, and telecom systems.
• Analyze data using SQL to identify automation opportunities and improve customer service.
• Support UAT/testing, including test case creation, defect tracking, and requirement validation.

Requirements

• 7+ years of experience as a Technical Business Analyst.
• Hands-on experience with Telecom, IVR, and Contact Center technologies.
• Experience with Google Dialogflow CX and Genesys Cloud CX (preferred).
• Ability to collaborate with business stakeholders, solution architects, developers, and Conversational AI designers.

Final interviews must be conducted onsite in Charlotte, NC. Candidates without specific Telecom/IVR/Contact Center experience will not be considered.