Business Analyst - IVR

JSR Tech Consulting; Fort Washington (Montgomery County); Hybrid; USD 90,000 - 130,000; Full time

Job summary

JSR Tech Consulting is seeking a highly skilled Business Analyst to lead AI-driven IVR and chatbot initiatives within a financial services context. The role focuses on transforming IVR flows, data governance, and actionable BI to support decision-making.

The ideal candidate will have AGILE experience, strong data modeling skills, and leadership abilities to drive cross-functional collaboration in a hybrid setup with possible remote work for the right candidate.

Qualifications

• 3+ years of BA/BI experience in contact center/IVR projects.
• Experience translating business needs into AI-focused requirements.
• Knowledge of AGILE methodologies and data governance principles.

Responsibilities

• Modernize IVR flows into AI-powered conversational journeys.
• Translate business needs into AI-focused IVR requirements.
• Analyze processes and identify efficiency improvements.
• Develop business intelligence and analytics to drive decisions.
• Lead reviews of processes and optimization strategies.
• Establish data governance, data management, and quality programs.
• Model IVR and implement effective AI-based solutions.
• Foster continuous improvement and excellence.

Skills

AI-driven IVR

Agile

Data modeling

Analytical skills

Leadership

Communication

Education

BA/BS in CS or IS

Tools

PowerBI

Tableau

Job description

Description: Role preferred to be hybrid, in either Newark, NJ or Ft. Washington, PA offices. Open to remote for a great candidate.

This is a long term contract position with a major investment firm.

Job Description

We are seeking a highly skilled and experienced Business Analyst with a background in implementing effective contact center/IVR solutions. The ideal candidate will have a proven track record in supporting AI-driven transformations in the IVR and chatbot space. This role requires a deep understanding of customer service operations, actionable business intelligence, data modeling, and governance, especially within the financial services industry.

Key Responsibilities

• Experience in modernizing IVR flows into customer-centric, adaptive, and learning-oriented conversational journeys powered by AI agents.
• Ability to capture and translate business needs into agentic AI-focused requirements, shifting from traditional deterministic IVR call flow logic to flexible, goal oriented conversational behaviors.
• Evaluate business processes, anticipate requirements, and uncover areas for improvement ensuring strategic alignment and operational efficiency.
• Develop actionable business intelligence and analytics to drive decision-making.
• Lead ongoing reviews of business processes and developing optimization strategies.
• Develop and implement data governance, data management, and data quality program practices and strategies.
• Model business processes for Interactive Voice Response (IVR) and implement effective solutions.
• Foster a culture of continuous improvement and excellence.

What you bring to the table

• Demonstrated experience in redesigning IVR systems (for self-service on the voice channel) and leveraging AI solutions in the IVR space.
• Experience working in an AGILE environment.
• Strong analytical skills and proficiency in data modeling techniques.
• BA/BS in CS, Information Systems or Information management or Systems design.
• Ability to manage complex projects and deliver results in a fast-paced environment.
• Excellent communication and leadership abilities.

Bonus if you have

• Deep expertise in insurance financial engines and regulatory compliance.
• Knowledge of SQL, Databases and Analytical/Reporting tools such as PowerBI/Tableau.