SR. BUSINESS ANALYST

Job Title: SR. BUSINESS ANALYST
Location: Onsite Charlotte,NC

Skills :
We are seeking a Technical Business Analyst with expertise in Telecom, IVR, and Conversational AI to bridge business requirements and technical solution delivery. The ideal candidate will work with stakeholders, architects, and engineering teams to define, document, and deliver customer experience solutions leveraging Google Dialogflow CX, Genesys Cloud CX, and telecom platforms 3.Experience : 6to10Yrs 4.Required Skills : 5.Nice to have skills : 6.Technology : -Not Applicable 7.Shift : Day 8.Responsibilities : Technical Business Analyst Role Summary We are seeking a Technical Business Analyst with expertise in Telecom, IVR, and Conversational AI to bridge business requirements and technical solution delivery. The ideal candidate will work with stakeholders, architects, and engineering teams to define, document, and deliver customer experience solutions leveraging Google Dialogflow CX, Genesys Cloud CX, and telecom platforms. Key Responsibilities Gather and document business requirements across customer service, retention, billing, provisioning, and telecom operations. Translate requirements into functional specifications, user stories, process flows, and acceptance criteria. Analyze and document IVR call flows, routing logic, and conversational AI journeys using Dialogflow CX. Define integration requirements across CRM, billing, OSS/BSS, Genesys Cloud CX, and other enterprise systems. Perform data analysis to identify process improvements, automation opportunities, and customer experience enhancements. Support UAT activities, test case creation, defect management, and requirements traceability. Collaborate with business stakeholders, conversational designers, and engineering teams to ensure successful solution delivery. Required Qualifications 10+ years of experience as a Business Analyst or Technical BA within Telecom, Contact Center, or Customer Experience domains. Hands-on experience with IVR systems, call flows, routing logic, and customer service processes. Experience with Google Dialogflow (CX/ES), Conversational AI, or virtual agent platforms. Knowledge of Genesys Cloud CX and telecom OSS/BSS ecosystems. Strong skills in requirements gathering, process mapping, SQL, data analysis, and system integrations. Excellent stakeholder communication, documentation, and problem-solving skills. Preferred Qualifications Experience in customer retention, churn management, or telecom customer care. Exposure to legacy IVR modernization and AI-driven customer experience initiatives. CBAP certification and/or Google Dialogflow CX certification. Experience with JIRA, Zephyr, TestRail, Power BI, or Tableau.

ABOUT Ztek:
Website:
Ztek Consulting Inc is a minority- and woman-owned business enterprise that leverages a unique blend of human talent, machine learning algorithms, and artificial intelligence to provide customized talent management solutions for clients. Ztek's diversity-focused hiring models have proven successful, particularly in hiring veterans. The company's veteran-focused hiring and deployment program, Z-V.E.T, matches skilled veterans with clients' needs in various areas.
Disclaimer:
Ztek is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Ztek is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates.If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at View email address on us.fitly.work Please indicate the specifics of the assistance needed. Ztek encourages all interested and qualified candidates to apply for employment opportunities. Ztek does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. 1324b.