Business Implementation Analyst - Hybrid

Eteam Ph; Taguig; On-site; PHP 300,000 - 500,000; Full time

Job summary

Eteam Ph in Taguig, Philippines seeks a detail-oriented professional to manage IVR script updates, QA, and process documentation. You will write requirements, coordinate UAT, and ensure changes meet end goals.

This role involves creating test scenarios, maintaining documentation, and supporting rollout with clear communications and stakeholder updates. Strong writing and multitasking skills are essential.

Qualifications

• Experience updating and maintaining IVR scripts and specs.
• Coordinate and execute user acceptance testing.
• Documentation and change management experience.
• Strong writing skills for specs and processes.

Responsibilities

• Write and maintain requirements, functional specs, and process docs for IVR scripts and AI agent flows.
• Coordinate and execute user acceptance testing.
• Ensure enhancements meet end goals and requirements.
• Create rollout processes with updated workflows and documentation.
• Provide general project support and stakeholder communications.
• Create test scenarios, scripts, and defect logs with retest evidence.

Skills

IVR script updates

UAT coordination

Documentation

Attention to detail

Critical thinking

Multi-tasking

Independent work

Tools

NICE

Genesys

Job description

Responsibilities

• Writing and maintaining requirements, functional specs, and process documentation for IVR scripts, AI agent conversation flows, self-service site updates, and invoice/process changes


• User acceptance testing, including coordination and execution


• Ensure enhancement meets established end goal and requirements


• Create process for development and rollout including documentation for updated/AI-agent-supported workflows


• General project support activities


• Communications support tied to process and tool updates (stakeholder updates, training materials, FAQs)


• Create test scenarios, scripts, expected results, defect logs, and retest evidence.

Requirements

• 3-5 years of experience in IVR script updates and maintenance, User acceptance testing coordination and execution, Requirements validation, Documentation and change management andg eneral project support activities


• Strong ability to multi-task and pivot to another task


• Ability to work independently with minimal direction, training, or ramp-up time


• Experience in service center and service center technology, particularly IVRs, including NICE and Genesys


• Strong writing skills for specifications, test scripts, and process documentation


• Strong attention to detail


• Critical thinking skills