Senior Technical Business Analyst - Telecom & AI (Hybrid)

TekWissen LLC; Charlotte (NC); Hybrid; USD 90,000 - 120,000; Part time

Job summary

TekWissen Group seeks a Senior Technical Business Analyst with Telecom, IVR and Conversational AI expertise to bridge business needs and technical delivery. You will work with stakeholders, architects and engineering teams to define, document and deliver customer experience solutions using Google Dialogflow CX and Genesys Cloud CX.

Required is 10+ years in Telecom/CX, strong requirements gathering, process mapping, SQL, data analysis and system integrations.

Qualifications

• 10+ years in Business Analyst or Technical BA within Telecom, Contact Center, or Customer Experience domains.
• Experience with IVR systems, call flows, routing logic, and customer service processes.
• Knowledge of Google Dialogflow CX (CX/ES) and Conversational AI; familiarity with Genesys Cloud CX and OSS/BSS ecosystems.

Responsibilities

• Gather and document business requirements across customer service, retention, billing, provisioning, and telecom operations.
• Translate requirements into functional specs, user stories, process flows, and acceptance criteria; analyze IVR call flows and conversations.
• Define integration requirements across CRM, billing, OSS/BSS, Genesys Cloud CX, and other systems.
• Perform data analysis to identify improvements, automation opportunities, and CX enhancements.
• Support UAT, test cases, defect management, and requirements traceability.
• Collaborate with stakeholders, conversational designers, and engineering teams to ensure successful solution delivery.

Skills

Requirements gathering

Process mapping

SQL

Data analysis

System integrations

Stakeholder communication

Education

Bachelor’s degree or higher

Tools

JIRA

Zephyr

TestRail

Power BI

Tableau

Job description

TekWissen Group seeks a Senior Technical Business Analyst with Telecom, IVR and Conversational AI expertise to bridge business needs and technical delivery. You will work with stakeholders, architects and engineering teams to define, document and deliver customer experience solutions using Google Dialogflow CX and Genesys Cloud CX.

Required is 10+ years in Telecom/CX, strong requirements gathering, process mapping, SQL, data analysis and system integrations.