Business Systems Analyst

Kforce has a client that is seeking a Business Systems Analyst in Charlotte, NC. Summary: We are seeking a seasoned Business Analyst to support AI-driven customer experience initiatives across Conversational Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) platforms. This role plays a critical part in reimagining end-to-end customer journeys, supporting large-scale merger and integration efforts, and translating complex business needs into clear, actionable technical requirements. The ideal candidate brings strong systems analysis skills, deep experience with digital IVR/IVA platforms, and the ability to serve as a trusted bridge between business stakeholders and engineering teams. Responsibilities:

• Business Systems Analyst will review, analyze, and evaluate information technology systems and operations related to Conversational IVR and IVA platforms
• Serve as the primary point of contact between business users and engineering/development teams
• Lead customer experience discovery sessions and stakeholder workshops to capture requirements and pain points
• Perform system analysis and cross-platform comparisons, including gap and capability assessments
• Identify, document, report, and track system issues through resolution
• Translate business needs into formal business, functional, and technical requirement deliverables
• As a Business Systems Analyst, you will support merger and integration initiatives by aligning customer journeys across platforms
• Partner closely with product, engineering, and CX teams to ensure requirements are clearly understood and implemented

• 30% Customer experience discovery and stakeholder workshops
• 30% System analysis and cross-platform comparison (gap and capability matrix)
• 40% Business and functional requirements documentation
• 5-10 years of experience as a Business Analyst, Technical Business Analyst, or Product Analyst
• 5+ years of hands-on experience supporting Digital IVR and IVA platforms
• Proven experience with CX journey analysis, gap assessment, and business requirements definition
• Experience working closely with engineering and development teams in an SDLC environment
• Strong SQL skills with the ability to analyze and validate data across systems
• Excellent documentation, communication, and stakeholder management skills

• Experience designing, implementing, or supporting conversational IVR/IVA solutions
• Exposure to Generative AI and Large Language Model (LLM) technologies
• Background supporting large-scale platform integrations or merger initiatives
• Familiarity with AI-driven self-service or conversational customer experience platforms