Senior Technical BA: Telecom IVR and AI

TechDigital Group; Charlotte (NC); On-site; USD 90,000 - 140,000; Full time

Job summary

TechDigital Group in Charlotte, NC is seeking a Senior/Technical Business Analyst to bridge business requirements and technical delivery in Telecom, IVR and Conversational AI.

You will collaborate with stakeholders, architects and engineering teams to define, document and deliver customer experiences using Google Dialogflow CX, Genesys Cloud CX and telecom platforms. 6–10 years of BA experience preferred. This is a day-shift role.

Qualifications

• 10+ years of experience as a BA/Technical BA in Telecom, Contact Center, or CX.
• Hands-on with IVR systems, call flows, routing, and customer service processes.
• Experience with Google Dialogflow CX/ES and conversational AI platforms.
• Knowledge of Genesys Cloud CX and telecom OSS/BSS ecosystems.
• Strong skills in requirements gathering, process mapping, SQL, data analysis, and integrations.
• Excellent stakeholder communication, documentation, and problem-solving skills.

Responsibilities

• Gather and document business requirements across customer service, retention, billing, provisioning, and telecom operations.
• Translate requirements into functional specifications, user stories, processes, and acceptance criteria.
• Analyze and document IVR call flows, routing logic, and conversational AI journeys with Dialogflow CX.
• Define integration requirements across CRM, billing, OSS/BSS, Genesys Cloud CX, and other systems.
• Perform data analysis to identify process improvements, automation opportunities, and CX enhancements.
• Support UAT, test case creation, defect management, and requirements traceability.
• Collaborate with stakeholders, conversational designers, and engineering teams to ensure delivery.

Skills

Requirements gathering

SQL

Data analysis

Stakeholder communication

System integrations

Process mapping

Problem-solving

Education

CBAP certification

Google Dialogflow CX certification

Tools

Google Dialogflow CX

Genesys Cloud CX

Job description

TechDigital Group in Charlotte, NC is seeking a Senior/Technical Business Analyst to bridge business requirements and technical delivery in Telecom, IVR and Conversational AI.

You will collaborate with stakeholders, architects and engineering teams to define, document and deliver customer experiences using Google Dialogflow CX, Genesys Cloud CX and telecom platforms. 6–10 years of BA experience preferred. This is a day-shift role.