Analyst-Business 2

IVA Business Analyst

Trident Consulting is seeking an IVA Business Analyst for one of our clients in Rosemead, CA (Hybrid-2days Tue & Wed). A global leader in business and technology services. Business Analyst responsible for translating approved IVA backlog items into clear, detailed, and testable requirements. Analyze business processes, customer journeys, business rules, data, integrations, reporting needs, and exceptions to support implementation and validation.

Key Responsibilities:

• Gather, analyze, and document functional and non-functional requirements.
• Work with Product, Business, Operations, Technology, QA, Vendors, and SMEs.
• Document business rules, decision logic, process flows, and exception scenarios.
• Analyze IVR/IVA customer journeys, including success, failure, escalation, and recovery paths.
• Define data, reporting, API, integration, and system interface requirements.
• Develop acceptance criteria and functional, integration end-to-end, regression, and negative test scenarios.
• Support testing, defect analysis, retesting, and issue resolution.
• Perform root-cause analysis across requirements, data, integrations, configuration, and implementation.
• Validate production functionality against approved requirements.
• Maintain requirements and defect traceability.

Required Skills:

• 35 years of Business Analyst experience.
• Experience with IVR, IVA, chatbots, conversational AI, contact centers, or digital self-service.
• Strong requirements gathering and documentation experience.
• Experience with business rules, process flows, and exception scenarios.
• Understanding of APIs, system integrations, relational data, and dependencies.
• Experience with data analysis and reporting; SQL knowledge preferred.
• Experience creating acceptance criteria and test scenarios.
• Strong analytical, communication, facilitation, and problem-solving skills.

About Trident Consulting:

Trident Consulting is an award-winning staffing and consulting firm headquartered in San Ramon, CA. Since 2005, we've partnered with Fortune 500 and high-growth companies to deliver high-quality talent across technology, engineering, business operations, and professional services. We specialize in contract, contract-to hire, and direct hire placements, supporting roles across IT, data & analytics, cloud, cybersecurity, finance & accounting, HR, operations, and more. With a strong focus on hard-to-fill and niche positions, our global recruiting engine enables us to deliver speed, quality, and scale.