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

Role: Technical Business Analyst

Location: Charlotte, NC

Experience: 7 Years

Final Interview: Must be onsite

Important: We do not consider someone who is only a general BA. The candidate should have actual Telecom/IVR/Contact Center experience, preferably with Dialogflow CX and Genesys Cloud CX.

What is this role?

We need a Technical Business Analyst with strong Telecom and IVR experience who can understand what the business needs and explain those requirements clearly to the technical/engineering teams.

The person will work mainly on IVR, Conversational AI, customer service, and telecom systems, using tools such as Google Dialogflow CX and Genesys Cloud CX.

What will they do?

• Talk to business teams and understand their requirements.
• Convert business requirements into:
• User stories
• Functional requirements
• Process flows
• Acceptance criteria
• Understand and document IVR call flows and routing logic.
• Work with Google Dialogflow CX to define conversational/virtual-agent journeys.
• Define how systems should integrate with each other, such as:
• CRM
• Billing
• OSS/BSS
• Genesys Cloud CX
• Telecom systems
• Analyze data using SQL to identify problems and opportunities for automation.
• Help improve customer service and customer experience.
• Support UAT/testing, including test cases, defects, and requirement tracking.
• Work closely with:
• Business stakeholders
• Solution architects
• Developers/engineering teams
• Conversational AI designers