Technical BA: Telecom & Conversational AI (Onsite Charlotte)

Spectraforce; Charlotte (NC); On-site; USD 57,000 - 81,000; Full time

Job summary

Spectraforce is seeking a Technical Business Analyst with Telecom, IVR, and Conversational AI expertise to bridge business requirements and technical delivery. You will work with stakeholders, architects, and engineering to define, document, and deliver customer experience solutions leveraging Dialogflow CX, Genesys Cloud CX, and telecom platforms.

The role emphasizes requirements gathering, process mapping, and integration design, with a strong focus on data analysis and UAT teamwork across

Qualifications

• 10+ years of BA/Tech BA experience in Telecom/CC/CX domains.
• Hands-on with IVR systems, call flows, routing, and CX processes.
• Experience with Dialogflow CX/ES, Conversational AI, or similar.
• Knowledge of Genesys Cloud CX and OSS/BSS ecosystems.
• Strong requirements gathering, process mapping, SQL, data analysis, and integrations.
• Excellent stakeholder communication, documentation, and problem solving.

Responsibilities

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

Skills

Requirements gathering

Process mapping

SQL

Data analysis

System integrations

Stakeholder communication

Documentation

Problem-solving

Education

CBAP certification

Google Dialogflow CX certification

Tools

JIRA

Zephyr

TestRail

Power BI

Tableau

Job description

Spectraforce is seeking a Technical Business Analyst with Telecom, IVR, and Conversational AI expertise to bridge business requirements and technical delivery. You will work with stakeholders, architects, and engineering to define, document, and deliver customer experience solutions leveraging Dialogflow CX, Genesys Cloud CX, and telecom platforms.

The role emphasizes requirements gathering, process mapping, and integration design, with a strong focus on data analysis and UAT teamwork across