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IVR Business Analyst
Kforce Charlotte, NC30+ days
Not Specified
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<p>Kforce is immediately seeking an experienced IVR Business Analyst in support of our enterprise telecommunications and mass media client based in Charlotte, NC. As a Senior Business Analyst, you will lead customer journey discovery, system analysis, and requirements definition across IVR and IVA platforms, playing a key role in shaping the future of conversational customer experiences.</p> <p>Customer Experience & Stakeholder Engagement (30%):</p> <ul> <li>Lead customer experience discovery sessions and stakeholder workshops </li><li>Facilitate cross-functional discussions to align business, technical, and CX priorities </li><li>Translate customer and business needs into clear, actionable insights </li></ul> <p>System Analysis & Platform Evaluation (30%):</p> <ul> <li>Perform cross-platform analysis of IVR and IVA systems </li><li>Develop gap assessments and capability matrices to support platform unification </li><li>Partner with technical teams to evaluate current-state and future-state solutions </li></ul> <p>Business & Functional Requirements (40%):</p> <ul> <li>Author high-quality business and functional requirements for conversational platforms </li><li>Define end-to-end customer journeys impacted by merger and integration efforts </li><li>Ensure requirements enable scalable, AI-driven self-service capabilities* 5+ years of experience as a Business Analyst, Technical BA, or Product Analyst supporting Digital IVR and/or IVA platforms </li><li>Strong expertise in customer journey analysis, gap assessments, and business requirements definition </li><li>Advanced SQL skills, with exposure to GenAI and Large Language Model (LLM) technologies </li><li>Hands-on experience designing, supporting, or enhancing conversational IVR/IVA solutions </li></ul> <p>Preferred Experience:</p> <ul> <li>Experience supporting large-scale platform integrations or enterprise mergers </li><li>Familiarity with AI-driven self-service and conversational design best practices </li><li>Background working in complex, enterprise-scale environments </li></ul>
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