IVR Business Analyst
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. Customer Experience & Stakeholder Engagement (30%):
- Lead customer experience discovery sessions and stakeholder workshops
- Facilitate cross-functional discussions to align business, technical, and CX priorities
- Translate customer and business needs into clear, actionable insights
- Perform cross-platform analysis of IVR and IVA systems
- Develop gap assessments and capability matrices to support platform unification
- Partner with technical teams to evaluate current-state and future-state solutions
- Author high-quality business and functional requirements for conversational platforms
- Define end-to-end customer journeys impacted by merger and integration efforts
- 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
- Strong expertise in customer journey analysis, gap assessments, and business requirements definition
- Advanced SQL skills, with exposure to GenAI and Large Language Model (LLM) technologies
- Hands-on experience designing, supporting, or enhancing conversational IVR/IVA solutions
- Experience supporting large-scale platform integrations or enterprise mergers
- Familiarity with AI-driven self-service and conversational design best practices
- Background working in complex, enterprise-scale environments
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