Remote-IVR Technical Business Analyst / Conversational AI

Beacon Hill Staffing Group; Phoenix (AZ); Remote; USD 96,000 - 165,000; Full time

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

End-to-end IVR architecture

NLP / Conversational AI

Telephony routing and logic

APIs and system integrations

Splunk monitoring

IVR specifications and user stories

Technical refinement sessions

Analytical and cross-functional comms

Tools

Splunk

Job description

IVR Technical Business Analyst / Conversational AI

Location: 100% Remote (MST)
Duration: 12-Month Contract (Potential Extensions/Conversion)

Note: This is a technically focused IVR Business Analyst position, not a traditional Business Analyst role. Looking for candidates with hands‑on IVR call‑flow analysis, NLP/conversational AI, telephony routing, API troubleshooting, and Splunk experience. Candidates with only general contact center or business analysis experience may not be technical enough.

Must-Have Qualifications

• Strong experience with end-to-end IVR architecture, call flows, caller authentication, routing logic, agent handoffs, and self-service functionality.
• Hands‑on knowledge of Conversational AI, Natural Language Processing (NLP), and conversational design, including intents, utterances, recognition behavior, and customer journeys.
• Solid understanding of telephony systems, call routing tables, business rules, customer variables, and routing decision logic.
• Experience with APIs and system integrations, including troubleshooting dependencies between IVR platforms and downstream applications.
• Proficiency with Splunk or similar production monitoring tools to analyze call behavior, investigate defects, and troubleshoot customer‑impacting issues.
• Ability to translate business requirements into technical IVR specifications, user stories, acceptance criteria, and call‑flow documentation.
• Experience leading technical refinement sessions with development teams to ensure requirements and stories are complete and ready for implementation.
• Strong analytical, troubleshooting, communication, and cross‑functional collaboration skills.

Key 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.

Preferred

Experience with cloud‑based contact center platforms and IVR solutions supporting insurance claims, billing, or payment workflows.

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Benefits Information

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

• medical
• dental
• vision
• federal and state leave programs