Final Interview is onsite: Technical Business Analyst, Charlotte, NC (Onsite)
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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
Vacancy posted 3 days ago
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