Remote IVR Tech Business Analyst — Conversational AI
Beacon Hill Staffing Group
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Job summary
Beacon Hill Staffing Group is seeking an IVR Technical Business Analyst with hands-on experience in IVR call-flow analysis, NLP, and telephony routing. This remote, 12-month contract role focuses on cloud-based IVR modernization, self-service enhancements, and technical refinement sessions with development teams.
The ideal candidate will translate business requirements into technical IVR specifications, analyze production issues, and collaborate cross-functionally to improve caller experiences
Qualifications
- End-to-end IVR architecture, including call flows and routing.
- Hands-on NLP/conversational AI, intents and utterances.
- Telephony systems knowledge, routing tables, and customer variables.
- Experience with APIs and system integrations.
- Proficiency with Splunk for monitoring and troubleshooting.
- Translate business requirements into IVR specs and user stories.
- Lead technical refinement sessions with development teams.
- Strong analytical and cross-functional communication.
Responsibilities
- Analyze, document, and optimize IVR call flows, conversational experiences, and routing logic.
- Partner with business stakeholders, developers, and telephony teams to define technical requirements.
- Investigate production issues involving call routing, NLP recognition, APIs, and downstream integrations.
- Support cloud-based IVR modernization, automation, and self-service enhancements.
- Facilitate technical discussions, identify dependencies, and ensure development readiness.
- Improve caller experience through effective routing, authentication, and conversational AI capabilities.
Skills
Tools
Job description
Beacon Hill Staffing Group is seeking an IVR Technical Business Analyst with hands-on experience in IVR call-flow analysis, NLP, and telephony routing. This remote, 12-month contract role focuses on cloud-based IVR modernization, self-service enhancements, and technical refinement sessions with development teams.
The ideal candidate will translate business requirements into technical IVR specifications, analyze production issues, and collaborate cross-functionally to improve caller experiences
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