Business Analyst

Business Analyst

We are seeking a highly skilled and experienced Business Analyst with a background in implementing effective contact center/IVR solutions. The ideal candidate will have a proven track record in supporting AI-driven transformations in the IVR and chatbot space. This role requires a deep understanding of customer service operations, actionable business intelligence, data modeling, and governance, especially within the financial services industry. Key Responsibilities:

• Experience in modernizing IVR flows into customer-centric, adaptive, and learning-oriented conversational journeys powered by AI agents.
• Ability to capture and translate business needs into agentic AIfocused requirements, shifting from traditional deterministic IVR call?flow logic to flexible, goal?oriented conversational behaviors.

Evaluate business processes, anticipate requirements, and uncover areas for improvement ensuring strategic alignment and operational efficiency. Develop actionable business intelligence and analytics to drive decision-making. Lead ongoing reviews of business processes and developing optimization strategies. Develop and implement data governance, data management, and data quality program practices and strategies. Model business processes for Interactive Voice Response (IVR) and implement effective solutions. Foster a culture of continuous improvement and excellence.

What you bring to the table: Demonstrated experience in redesigning IVR systems (for self-service on the voice channel) and leveraging AI solutions in the IVR space. Experience working in an AGILE environment. Strong analytical skills and proficiency in data modeling techniques. BA/BS in CS, Information Systems or Information management or Systems design. Ability to manage complex projects and deliver results in a fast-paced environment. Excellent communication and leadership abilities. Bonus if you have: Deep expertise in insurance financial engines and regulatory compliance. Knowledge of SQL, Databases and Analytical/Reporting tools such as PowerBI/Tableau. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.