IVR Business Analyst
- MM IT
15 Days Ago
NA
NA
Charlotte NC-NC
7-19 Years
Required Skills: business analyst, ivr
Job Description
Job Title: IVR BA - Spanish Speaking
Location: Charlotte, NC
- 4x/week onsite
Contract Length: Through EOY 2025 and likely beyond
Interview Process
- How many rounds of interviews? One
- When are they willing to interview? 2nd half of next week (4/21)
- Wed 4/23 9:30-10:15 am et
- Wed 4/23 2-2:45 pm et
- Ideal start date? May 12
Why is this REQ open? Team expansion due to working on Spanish language bots in the IVR
Top Requirements:
- BA experience (3-5 years)
- IVR experience preferred, chat bot experience ok (conversational platform)
- Fluent in Spanish language
- UAT testing experience – can write test scripts
- SQL
- Do not need to know how to write scripts, but rather familiarity with utilizing prewritten scripts to extract data
- Visio
- What tool do you use to build out your conversation flows?
Plusses
- Chalk page experience
- JIRA
Day to Day Responsibilities/project specifics: The role is within a customer experience team – the team advocates for the customer as related to call center practices. The company is utilizing AI to improve their capabilities in predictive calling by making more information available to agents prior to the customer being on the line. Goals include faster, cleaner resolutions and in turn, happier customers. This person will act as a BA/PO to own their respective bots within the IVR including dual tone multi frequency (DTMF, pushing buttons) and Spanish language bots. This will include gathering requirements from stakeholders, documentation, helping designers build the customer experience, and conducting UAT testing to ensure a product/experience has been designed to do what it should. This person will work through requirements to catch bugs and bring them up to date to ensure that what has been presented to stakeholders is what is being executed in the IVR. Ideal candidates will have experience writing user stories, using Visio to draft customer journeys and be familiar with SQL to quantify their BRD requests.
