Senior Business Analyst – Telecom & IVR

Virtusa • Charlotte, NC

4d

About The Position

We are seeking a Senior Business Analyst with a strong focus on telecom solutions, IVR systems, and conversational AI. The ideal candidate will have extensive experience in gathering and documenting business requirements, designing conversational flows, and collaborating with cross-functional teams to deliver high-quality solutions. This role requires a deep understanding of IVR technologies, telecom BSS systems, and platforms like Kore AI, with a keen eye for improving user interactions and self-service capabilities.

Requirements

• 8+ years of business analysis experience, with a focus on telecom solutions, IVR systems, and conversational AI.
• Experience working with Kore AI platforms and telecom-related BSS systems.
• Expertise in working closely with stakeholders to gather, document, and analyze business requirements, especially for telecom and IVR systems.
• Strong knowledge of IVR systems, telecom solutions, Prompt Engineering and conversational AI platforms like Kore AI.
• Proficiency in creating business documentation such as BRDs, functional specs, and process flows.

Nice To Haves

• Exposure to LLM & ML will be an added advantage.

Responsibilities

• Collaborate with business stakeholders, product owners, and technical teams to gather, document, and prioritize business and functional requirements for IVR, conversational AI, and telecom systems.
• Design and refine IVR and conversational flows to improve user interactions and enhance self-service capabilities, focusing on delivering a seamless customer experience.
• Analyze business needs, assess the impact of new requirements, and convert them into clear, actionable technical specifications.
• Create comprehensive documentation, including business requirements documents (BRD), functional specifications, user stories, and process flow diagrams to ensure a clear understanding of project goals.
• Work closely with development and technical teams to translate business requirements into technical designs and solutions that align with business objectives and technical feasibility.
• Conduct user acceptance testing (UAT) and validate solutions to ensure they meet the requirements, perform as expected, and provide an optimal customer experience.
• Serve as a liaison between business, technical teams, and external vendors to ensure project milestones are met and deliverables are aligned with business expectations.
• Identify opportunities to streamline processes, improve system integration, and optimize performance in IVR and conversational AI systems.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed