Role : Business Analyst with IVR Background

Location : Charlotte NC (4 days Onsite)



Job Summary

We are seeking a Business Analyst with strong experience in IVR (Interactive Voice Response) systems and Contact Center solutions. The candidate will work closely with business stakeholders, IVR developers, and operations teams to gather requirements, analyze call flows, and optimize customer experience.

Key Responsibilities

• Gather, analyze, and document business requirements for IVR & Contact Center solutions


• Work on IVR call flow design, menu structures, prompts, and routing logic


• Collaborate with stakeholders to translate business needs into functional specifications


• Prepare BRD, FRD, Use Cases, Process Flow Diagrams


• Coordinate with IVR developers, QA, and telephony teams for implementation


• Analyze call dat...