Senior BSA – IVR/IVA & AI Focus (Hybrid)

Apex Systems; Stamford (CT); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical

401K program with company match

ESPP

Health Savings Account (HSA)

Employee Assistance Program (EAP)

Corporate discounts

Training and certification support

Mentorship and career coaching

Job summary

Everforth Apex is seeking a Business Systems Analyst III in Stamford, CT (Hybrid) to analyze IT systems operations and act as the primary liaison between users and engineering, translating business needs into formal technical requirements. The role covers discovery, requirements development, and issue tracking.

You will lead customer journey analysis for merger activities impacting IVR/IVA platforms, using AI-driven self-service to streamline experiences for a large user base.

Qualifications

• 5–10 years as a Business Analyst, Technical BA, or Product Analyst on Digital IVR & IVA platforms.
• Serves as primary liaison between users and engineering, translating needs into technical requirements.
• Experience in customer journey analysis and formal requirements deliverables.

Responsibilities

• Conduct Customer Experience discovery and stakeholder workshops.
• Perform system analysis and cross-platform comparison, including gap and capability matrix analysis.
• Develop and manage business and functional requirements documentation.
• Identify, document, report, and track system issues.
• Lead customer journey analysis and requirements definition for merger activities impacting IVR and IVA platforms.

Skills

CX journey analysis

SQL proficiency

GenAI & LLM knowledge

IVR/IVA systems

Requirements documentation

Job description

Everforth Apex is seeking a Business Systems Analyst III in Stamford, CT (Hybrid) to analyze IT systems operations and act as the primary liaison between users and engineering, translating business needs into formal technical requirements. The role covers discovery, requirements development, and issue tracking.

You will lead customer journey analysis for merger activities impacting IVR/IVA platforms, using AI-driven self-service to streamline experiences for a large user base.