Technical Business Analyst

Our Client, an IT Services and Consultant company, is looking for a Technical Business Analyst for their Charlotte, NC location.


Responsibilities:

• Gather and document business requirements from retention/CX stakeholders (save-desk workflows, offer eligibility rules, escalation paths)
• Translate requirements into detailed functional specs, user stories, and acceptance criteria for the engineering team
• Map current-state IVR call flows and future-state conversational flows; identify where legacy IVR logic (menus, DTMF, routing rules) needs to be re-platformed or integrated into the Dialogflow CX agent
• Design and document Dialogflow CX flows, pages, intents, entities, and route groups, working closely with conversational designers and engineers
• Define data requirements and integration specs between the CCAI/Dialogflow CX agent and CRM, billing, telephony (Genesys Cloud CX IVR), and offer-management systems
• Support intent/entity design sessions; validate NLU coverage against real IVR call recordings and transcripts
• Analyze IVR call-steering data (menu selections, drop-off points, containment) to identify automation and retention opportunities
• Own requirements traceability - ensure build matches signed-off specs; manage change requests
• Coordinate UAT: write test cases covering both IVR touchpoints and conversational agent flows; run test cycles, log and triage defects with engineering
• Analyze pilot performance data (containment, deflection, retention outcomes) and translate insights into refinement requirements
• Produce process documentation, training materials, and runbooks for the contact center operations team

• 5+ years as a Business Analyst or Technical BA, with at least 2 years on AI/conversational AI, CX, or contact-center platform projects
• Hands-on IVR experience - designing, documenting, or analyzing IVR call flows, menu trees, routing logic, and DTMF/speech-enabled self-service systems
• Hands-on Google Dialogflow (CX or ES) experience - building or specifying intents, entities, flows/pages, fulfillment webhooks, and testing conversational agents
• Direct experience working within or alongside Genesys Cloud CX environments (call flows, routing, integrations)
• Strong requirements-gathering and process-mapping skills (BPMN, user stories, journey maps)
• SQL proficiency for data validation/analysis; comfort working with API/integration specs
• Experience in customer retention, churn management, or loyalty programs a strong plus
• Excellent documentation and stakeholder communication skills - able to translate between business and engineering language
• Nice to Have
• CBAP or similar Business Analysis certification
• Google Cloud Dialogflow CX certification or formal training
• Experience migrating legacy IVR systems to conversational AI/virtual agent platforms
• Experience with test management tools (JIRA, Zephyr, TestRail)
• Familiarity with CCAI Insights or conversational analytics tooling
• Years of Experience: 10.00 Years of Experience

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities