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Senior Technical Business Analyst – Telecom / IVR / Conversational AI

Iconma
  • Charlotte, NC
  • $53.57 Per Hour
  • Instant Apply
6 days ago

Job Description

Our client, an IT Services and Consulting company, is looking for a Senior Technical Business Analyst – Telecom / IVR / Conversational AI for their Charlotte, NC/Hybrid location.
 
Responsibilities:

  • Technical Business Analyst Role Summary We are seeking a Technical Business Analyst with expertise in Telecom, IVR, and Conversational AI to bridge business requirements and technical solution delivery. The ideal candidate will work with stakeholders, architects, and engineering teams to define, document, and deliver customer experience solutions leveraging Google Dialogflow CX, Genesys Cloud CX, and telecom platforms.
  • Gather and document business requirements across customer service, retention, billing, provisioning, and telecom operations. Translate requirements into functional specifications, user stories, process flows, and acceptance criteria. Analyze and document IVR call flows, routing logic, and conversational AI journeys using Dialogflow CX. Define integration requirements across CRM, billing, OSS/BSS, Genesys Cloud CX, and other enterprise systems. Perform data analysis to identify process improvements, automation opportunities, and customer experience enhancements. Support UAT activities, test case creation, defect management, and requirements traceability. Collaborate with business stakeholders, conversational designers, and engineering teams to ensure successful solution delivery. Required Qualifications 10+ years of experience as a Business Analyst or Technical BA within Telecom, Contact Center, or Customer Experience domains. Hands-on experience with IVR systems, call flows, routing logic, and customer service processes. Experience with Google Dialogflow (CX/ES), Conversational AI, or virtual agent platforms. Knowledge of Genesys Cloud CX and telecom OSS/BSS ecosystems. Strong skills in requirements gathering, process mapping, SQL, data analysis, and system integrations. Excellent stakeholder communication, documentation, and problem-solving skills.
 
Requirements:
  • Expertise in Telecom, IVR, and Conversational AI to bridge business requirements and technical solution delivery. The ideal candidate will work with stakeholders, architects, and engineering teams to define, document, and deliver customer experience solutions leveraging Google Dialogflow CX, Genesys Cloud CX, and telecom platforms
  • Experience : 6 to10Yrs 
  • Experience in customer retention, churn management, or telecom customer care. Exposure to legacy IVR modernization and AI-driven customer experience initiatives. CBAP certification and/or Google Dialogflow CX certification. Experience with JIRA, Zephyr, TestRail, Power BI, or Tableau.
 
Why Should You Apply?

Numbers & Facts

LocationCharlotte, NC
IndustryManagement Consulting Services
Salary$53.57 Per Hour
Company Size2,000 to 2,499 employees
Year Founded2000
Websitehttps://www.iconma.com/

Benefits

401K, Employee Referral Program, Life Insurance

About Company

ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.

  • Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
  • Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
  • Founded in 2000
  • 2000+ Employees

The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.

Skills

  • Acceptance Testingunmatched
  • Analysis Skillsunmatched
  • Artificial Intelligence (AI)unmatched
  • Atlassian JIRAunmatched
  • Automationunmatched
  • Billingunmatched
  • Bug Tracking/Defect Managementunmatched
  • Business Analysisunmatched
  • CRM Integrationunmatched
  • Call Centersunmatched
  • Call Routingunmatched
  • Cloud Computingunmatched
  • Communication Skillsunmatched
  • Customer Churnunmatched
  • Customer Experienceunmatched
  • Customer Retention/Renewalunmatched
  • Customer Support/Serviceunmatched
  • Data Analysisunmatched
  • Documentationunmatched
  • Ecosystemsunmatched
  • Genesys Solutionsunmatched
  • Hardware Virtualizationunmatched
  • Health Planunmatched
  • Information Technology Consultingunmatched
  • Operational Support Systems (OSS)unmatched
  • Power BIunmatched
  • Problem Solving Skillsunmatched
  • Process Developmentunmatched
  • Process Flowunmatched
  • Process Improvementunmatched
  • Requirements Managementunmatched
  • SQL (Structured Query Language)unmatched
  • System Integration (SI)unmatched
  • Tableauunmatched
  • Technical Deliveryunmatched
  • Technical/Engineering Designunmatched
  • Test Caseunmatched
  • Test Plan/Scheduleunmatched
  • Traceabilityunmatched
  • Voice Response Systemsunmatched

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