Business Analyst

HireTalent

Newark, NJ

Apply

JOB DETAILS

SKILLS

Agile Programming Methodologies, Analysis Skills, Artificial Intelligence (AI), Artificial Intelligence (AI) Agents, Business Analysis, Business Development, Business Intelligence, Business Model, Business Processes, Business Skills, Call Center Evaluation, Communication Skills, Continuous Improvement, Conversation Engine, Customer Service Operations, Data Management, Data Modeling, Data Quality, Database Analysis, Financial Regulations, Financial Services, Information Technology & Information Systems, Insurance, Leadership, Operational Strategy, Operations Management, Power BI, Process Development, Process Improvement, Process Modeling, Project/Program Management, Regulatory Compliance, SQL Databases, Strategic Planning, Systems Administration/Management, Tableau, Voice Response Systems

LOCATION

Newark, NJ

POSTED

30+ days ago

Job Description:
We are seeking a highly skilled and experienced Business Analyst with a background in implementing effective contact center/IVR solutions. The ideal candidate will have a proven track record in supporting AI-driven transformations in the IVR and chatbot space. This role requires a deep understanding of customer service operations, actionable business intelligence, data modeling, and governance, especially within the financial services industry.

Key Responsibilities:

Experience in modernizing IVR flows into customer-centric, adaptive, and learning-oriented conversational journeys powered by AI agents.
Ability to capture and translate business needs into agentic AI focused requirements, shifting from traditional deterministic IVR call flow logic to flexible, goal oriented conversational behaviors.

" Evaluate business processes, anticipate requirements, and uncover areas for improvement ensuring strategic alignment and operational efficiency.
" Develop actionable business intelligence and analytics to drive decision-making.
" Lead ongoing reviews of business processes and developing optimization strategies.
" Develop and implement data governance, data management, and data quality program practices and strategies.
" Model business processes for Interactive Voice Response (IVR) and implement effective solutions.
" Foster a culture of continuous improvement and excellence.

What you bring to the table:
" Demonstrated experience in redesigning IVR systems (for self-service on the voice channel) and leveraging AI solutions in the IVR space.
" Experience working in an AGILE environment.
" Strong analytical skills and proficiency in data modeling techniques.
" BA/BS in CS, Information Systems or Information management or Systems design.
" Ability to manage complex projects and deliver results in a fast-paced environment.
" Excellent communication and leadership abilities.
Bonus if you have:
" Deep expertise in insurance financial engines and regulatory compliance.
" Knowledge of SQL, Databases and Analytical/Reporting tools such as PowerBI/Tableau.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.

About the Company

HireTalent

Resume Resources

Free Resume Templates Free Resume Builder