Role: Lead Business Analyst with Telecom Domain Exp.
Location: Charlotte NC(Onsite)
Duration : Contract
Job Description:
• 10+ years of experience as a Business Analyst, with a primary focus on:
Telecom solutions
IVR systems
Telecom back office operations
Basic SQL skills
Agile environments as a BA
Strong communication and interpersonal skills
• Proven track record of collaborating with stakeholders, translating business needs into technical specifications, and leading solution delivery
• Exposure to system integration, testing (including UAT), and optimization within IVR and conversational AI environments
Responsibilities:
• Expertise in working closely with stakeholders to gather, document, and analyze business requirements, especially for telecom and IVR systems
• Strong knowledge of IVR systems, telecom solutions, prompt engineering, and conversational AI platforms like Kore AI
• Proficiency in creating business documentation such as BRDs, functional specifications, and process flows
• Collaborate with business stakeholders, product owners, and technical teams to gather, document, and prioritize business and functional requirements for IVR, conversational AI, and telecom systems
• Design and refine IVR and conversational flows to improve user interactions and enhance self-service capabilities, focusing on delivering a seamless customer experience
• Analyze business needs, assess the impact of new requirements, and convert them into clear, actionable technical specifications (exposure to LLM & ML will be an added advantage)
• Create comprehensive documentation, including business requirements documents (BRD), functional specifications, user stories, and process flow diagrams to ensure a clear understanding of project goals
• Work closely with development and technical teams to translate business requirements into technical designs and solutions that align with business objectives and technical feasibility
• Conduct user acceptance testing (UAT) and validate solutions to ensure they meet requirements, perform as expected, and provide an optimal customer experience
• Serve as a liaison between business, technical teams, and external vendors to ensure project milestones are met and deliverables are aligned with business expectations
• Identify opportunities to streamline processes, improve system integration, and optimize performance in IVR and conversational AI systems
• Provide guidance and mentorship to junior business analysts, ensuring best practices in business analysis, documentation, and stakeholder communication
Thanks
Rakesh Pathak |
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