Business Analyst IVA, Chatbot & Contact Center Technology

Job TitleRequired Education: Bachelor's degree in Business Administration, Information Systems, Computer Science, Engineering, or a related field. Preferred Education: Master's degree in Business, Information Systems, Computer Science, or a related discipline.Required Experience: 3 to 5 years of experience as a Business Analyst supporting complex technology, digital transformation, customer experience, or contact center initiatives. Experience gathering, documenting, and validating business and system requirements throughout the project lifecycle. Proven ability to create functional and non-functional requirements, business rules, process flows, and detailed documentation. Experience supporting testing activities, including acceptance criteria development, defect analysis, and production validation. Hands-on experience working with relational data, APIs, system integrations, and requirement traceability. Experience collaborating with cross-functional teams including Product Management, QA, Development, Operations, and business stakeholders.Preferred Experience: Experience supporting Intelligent Virtual Assistants (IVA), IVR platforms, chatbots, conversational AI, or digital self-service solutions. Experience defining analytics requirements, operational reporting, dashboards, and event tracking. Experience working with customer authentication processes and enterprise system integrations. Experience supporting large-scale customer service environments with high transaction volumes or regulatory requirements. Experience partnering with implementation vendors or geographically distributed project teams.Required Skills: Strong business analysis and requirements elicitation skills. Ability to document business rules, decision logic, workflows, and exception handling. Knowledge of APIs, relational databases, system interfaces, and data validation techniques. Familiarity with SQL or similar tools for validating and analyzing data. Strong analytical, problem-solving, and root cause analysis capabilities. Experience creating test scenarios, acceptance criteria, and supporting defect management. Excellent written communication, documentation, facilitation, and stakeholder collaboration skills. Ability to manage multiple priorities and adapt to changing project needs.Preferred Skills: Knowledge of voice automation platforms and conversational customer experience solutions. Understanding of analytics reporting, KPI development, and operational dashboards. Familiarity with enterprise authentication methods and customer identity workflows. Experience working within Agile or hybrid software development environments. Strong vendor coordination and cross-functional collaboration skills.Key Responsibilities: Translate approved backlog items into detailed, clear, and testable business requirements. Conduct discovery sessions with stakeholders to gather business, functional, and technical requirements. Analyze business processes, identify gaps, exceptions, and dependencies, and recommend improvements. Define business rules, customer journeys, system behaviors, and integration requirements. Document data mappings, reporting requirements, validations, and interface specifications. Develop comprehensive acceptance criteria and end-to-end test scenarios. Support testing, defect resolution, production validation, and requirements traceability. Review production performance, identify deviations from expected behavior, and recommend corrective actions. Maintain complete documentation throughout the project lifecycle and provide readiness assessments to Product Management. Collaborate with business, technical, QA, analytics, and vendor teams to ensure successful solution delivery.Only those lawfully authorized to work in the designated country associated with the position will be considered. Please note that all position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.