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Technical Business Analyst

Iconma

Charlotte, NC

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JOB DETAILS
SALARY
$50 Per Hour
SKILLS
Acceptance Testing, Analysis Skills, Application Programming Interface (API), Artificial Intelligence (AI), Atlassian JIRA, Automation, Billing, Bug Tracking/Defect Management, Business Analysis, Call Center Operations, Call Routing, Change Order Management, Cloud Computing, Communication Skills, Customer Churn, Customer Relationship Management (CRM), Customer Retention/Renewal, Data Analysis, Data Quality, Design Document, Documentation, Genesys Solutions, Hardware Virtualization, Health Plan, Information Technology Consulting, Loyalty Programs, Machine Tool, Performance Analysis, Requirements Management, SQL (Structured Query Language), System Migration, Technical/Engineering Design, Telephony, Test Case, Test Plan/Schedule, Test Tools, Testing, Traceability, Voice Response Systems
LOCATION
Charlotte, NC
POSTED
5 days ago
Our Client, an IT Services and Consultant company, is looking for a Technical Business Analyst for their Charlotte, NC location.
 
Responsibilities:
  • Gather and document business requirements from retention/CX stakeholders (save-desk workflows, offer eligibility rules, escalation paths)
  • Translate requirements into detailed functional specs, user stories, and acceptance criteria for the engineering team
  • Map current-state IVR call flows and future-state conversational flows; identify where legacy IVR logic (menus, DTMF, routing rules) needs to be re-platformed or integrated into the Dialogflow CX agent
  • Design and document Dialogflow CX flows, pages, intents, entities, and route groups, working closely with conversational designers and engineers
  • Define data requirements and integration specs between the CCAI/Dialogflow CX agent and CRM, billing, telephony (Genesys Cloud CX IVR), and offer-management systems
  • Support intent/entity design sessions; validate NLU coverage against real IVR call recordings and transcripts
  • Analyze IVR call-steering data (menu selections, drop-off points, containment) to identify automation and retention opportunities
  • Own requirements traceability — ensure build matches signed-off specs; manage change requests
  • Coordinate UAT: write test cases covering both IVR touchpoints and conversational agent flows; run test cycles, log and triage defects with engineering
  • Analyze pilot performance data (containment, deflection, retention outcomes) and translate insights into refinement requirements
  • Produce process documentation, training materials, and runbooks for the contact center operations team
 
Requirements:
  • 5+ years as a Business Analyst or Technical BA, with at least 2 years on AI/conversational AI, CX, or contact-center platform projects
  • Hands-on IVR experience — designing, documenting, or analyzing IVR call flows, menu trees, routing logic, and DTMF/speech-enabled self-service systems
  • Hands-on Google Dialogflow (CX or ES) experience — building or specifying intents, entities, flows/pages, fulfillment webhooks, and testing conversational agents
  • Direct experience working within or alongside Genesys Cloud CX environments (call flows, routing, integrations)
  • Strong requirements-gathering and process-mapping skills (BPMN, user stories, journey maps)
  • SQL proficiency for data validation/analysis; comfort working with API/integration specs
  • Experience in customer retention, churn management, or loyalty programs a strong plus
  • Excellent documentation and stakeholder communication skills — able to translate between business and engineering language
  • Nice to Have
  • CBAP or similar Business Analysis certification
  • Google Cloud Dialogflow CX certification or formal training
  • Experience migrating legacy IVR systems to conversational AI/virtual agent platforms
  • Experience with test management tools (JIRA, Zephyr, TestRail)
  • Familiarity with CCAI Insights or conversational analytics tooling
  • Years of Experience:   10.00 Years of Experience
 
Why Should You Apply?

About the Company

I

Iconma

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.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Management Consulting Services
EMPLOYEE BENEFITS
401K, Employee Referral Program, Life Insurance
FOUNDED
2000
WEBSITE
https://www.iconma.com/

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