Technical Business Analyst

Our client, a leading telecommunications provider, is seeking a Technical Business Analyst to join their team.

About the role

In this role, you will lead customer journey analysis and requirements definition for high-impact merger and integration initiatives across Conversational IVR and Intelligent Virtual Assistant (IVA) platforms.

Responsibilities

• Review, analyze, and dissect end-to-end Customer Experience (CX) flows between Conversational IVR and IVA systems across merging platforms
• Conduct comprehensive gap assessments and build structured cross-platform capability matrices to align multi-system user journeys
• Translate business needs and gap analyses into a clear, phased integration program plan
• Draft clean, comprehensive, and defensible Business Requirements Documents (BRDs) and functional specifications
• Lead CX discovery sessions and stakeholder workshops with cross-functional business, engineering, and vendor teams
• Identify, document, and track system issues while clearly articulating technical trade-offs to leadership

Requirements

Must-Haves

• 5+ years of experience as a Business Analyst, Technical BA, or Product Analyst focused on Digital IVR and IVA platforms
• Proven track record in CX journey analysis, cross-system gap assessments, and business requirements definition
• Hands-on experience designing, implementing, or supporting enterprise Conversational IVR and AI-driven virtual assistant solutions
• Strong technical acumen, including solid SQL skills and exposure to GenAI/LLM technologies
• Ability to independently dissect complex systems, work without hand-holding, and translate customer interactions into structured technical deliverables

Nice-to-Haves

• Direct experience supporting technology integrations, gap analyses, or platform unifications during corporate mergers/acquisitions (pre-, during, or post-merger)
• Experience with enterprise conversational AI platforms and vendors (e.g., ASAPP, Nuance, Genesys, Kore.ai)
• Background working within large-scale telecommunications or cable enterprise environments
• Strong understanding of conversational AI flow mapping, NLU/NLP models, and omnichannel routing

Key Competencies & Behaviors

• Driven self-starter who can dissect flows, document cleanly, and move projects forward without micromanagement
• Exceptional ability to build structured gap matrices and break down complex multi-system dependencies
• Able to articulate technical trade-offs, align cross-functional teams, and present clear options to leadership
• Pragmatic approach to resolving architectural and process friction during system integrations

Schedule

Hybrid (4 days onsite, 1 day remote)

Pay

The approximate pay range for this position is $33.00 to $48.00 per hour. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location.

Benefits

• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered