Sr. Business Analyst

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

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is an American multinational information technology services and consulting company and is a leading provider of information technology, consulting, and business process outsourcing services, dedicated helping the world's leading companies build stronger businesses.

Job Title: Sr. Business Analyst

Location: Charlotte, NC
Duration: 12 Months
Job Type: Temporary Assignment
Work Type: Hybrid (Charlotte, 4 days/week)

Job Description:

Job summary:

• We are seeking a Technical Business Analyst with expertise in Telecom, IVR, and Conversational AI to bridge business requirements and technical solution delivery.
• The ideal candidate will work with stakeholders, architects, and engineering teams to define, document, and deliver customer experience solutions leveraging Google Dialogflow CX, Genesys Cloud CX, and telecom platforms

Responsibilities :

• Technical Business Analyst Role Summary We are seeking a Technical Business Analyst with expertise in Telecom, IVR, and Conversational AI to bridge business requirements and technical solution delivery.
• The ideal candidate will work with stakeholders, architects, and engineering teams to define, document, and deliver customer experience solutions leveraging Google Dialogflow CX, Genesys Cloud CX, and telecom platforms.

Key Responsibilities:

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

Required Qualifications:

• 10+ years of experience as a Business Analyst or Technical BA within Telecom, Contact Center, or Customer Experience domains. Hands-on experience with IVR systems, call flows, routing logic, and customer service processes.
• Experience with Google Dialog flow (CX/ES), Conversational AI, or virtual agent platforms. Knowledge of Genesys Cloud CX and telecom OSS/BSS ecosystems.
• Strong skills in requirements gathering, process mapping, SQL, data analysis, and system integrations. Excellent stakeholder communication, documentation, and problem-solving skills.

Preferred Qualifications:

• Experience in customer retention, churn management, or telecom customer care. Exposure to legacy IVR modernization and AI-driven customer experience initiatives. CBAP certification and/or Google Dialog flow CX certification. Experience with JIRA, Zephyr, TestRail, Power BI, or Tableau.

TekWissen Group is an equal opportunity employer supporting workforce diversity.