Business Process Implementation Analyst - UAT & IVR (Hybrid)

E-team Workforce Private Corporation; Taguig; Hybrid; PHP 600,000 - 900,000; Part time

Job summary

E-team Workforce Private Corporation is seeking a Business/Process Analyst - Business Implementation Analyst to support service center transformation initiatives. This role focuses on documenting requirements, testing, and implementing changes across customer service technologies and processes.

You will manage UAT, develop test scripts, maintain process documentation, and coordinate communications and training for new AI-enabled workflows in a hybrid setup.

Qualifications

• 3–5 years of experience in IVR script maintenance and updates.
• Experience with UAT, requirements validation, documentation and change management.
• Experience in service center/contact center technologies (Genesys, NICE, IVR platforms).
• Strong documentation and writing skills for BRDs, specs and test artifacts.

Responsibilities

• Develop and maintain business requirements, functional specs and process documentation.
• Support IVR script updates, AI agent flows, self-service portal improvements and process improvements.
• Coordinate and execute User Acceptance Testing (UAT).
• Create test scenarios, scripts, expected results, defect logs and retest records.
• Validate that system enhancements meet business objectives and requirements.
• Develop rollout plans and workflow guides for new processes including AI-enabled ones.
• Provide project support throughout implementation and change initiatives.
• Create stakeholder communications, training materials, user guides and FAQs related to updates.

Skills

UAT testing

Requirements validation

Documentation

Change management

Project support

Multitasking

Tools

Genesys

NICE

IVR platforms

Job description

E-team Workforce Private Corporation is seeking a Business/Process Analyst - Business Implementation Analyst to support service center transformation initiatives. This role focuses on documenting requirements, testing, and implementing changes across customer service technologies and processes.

You will manage UAT, develop test scripts, maintain process documentation, and coordinate communications and training for new AI-enabled workflows in a hybrid setup.