Technical Business Analyst - Telecom & Conversational AI

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

Job Description

Job Title: Technical Business Analyst - Telecom & Conversational AI

Location: Charlotte, NC Onsite

Duration: 04 Months

Date Posted: 26-Aug-2026

Work Type: On-Site

Job Number: 496214

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.

Applicant Notices & Disclaimers

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's pay range is $50.00/hr – $50.85/hr.