SR. BUSINESS ANALYST

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

1.Job title : SR. BUSINESS ANALYST

2.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

3.Experience : 6to10Yrs

4.Required Skills :

5.Nice to have skills :

6.Technology : -Not Applicable

7.Shift : Day

8.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 Dialogflow (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 Dialogflow CX certification.
• Experience with JIRA, Zephyr, TestRail, Power BI, or Tableau.