Job ID: JOB_ID_5385
Role Overview:
We are seeking a skilled Business Systems Analyst to spearhead the transformation of traditional IVR systems into advanced, AI-driven conversational experiences. This pivotal role sits at the nexus of Business Analysis, Customer Experience, and Conversational AI, where you will be instrumental in evolving static call flows into intelligent, adaptive voice journeys.
Key Responsibilities:
- Redesign existing IVR systems to implement modern AI-powered conversational journeys.
- Translate complex business needs into actionable requirements for generative AI and conversational platforms.
- Define, optimize, and document customer interaction flows across various voice channels.
- Collaborate closely with diverse stakeholders to enhance self-service capabilities and overall customer experience (CX) outcomes.
- Drive process improvements, leverage data insights, and contribute to operational efficiency initiatives.
- Support Agile delivery methodologies, including User Acceptance Testing (UAT) and continuous enhancement cycles.
What We’re Looking For:
- Proven experience with IVR, Contact Center, or Telephony systems.
- Exposure to Conversational AI, Chatbots, Voice Bots, or Natural Language Processing (NLP).
- Expertise in requirements gathering, process modeling, and Agile delivery frameworks.
- Strong analytical skills, with hands-on experience in data analysis and reporting tools such as SQL, Power BI, or Tableau.
- Demonstrated ability to effectively bridge communication between business and technical teams in complex project environments.
Nice to Have:
- Experience within the Insurance or Financial Services domain.
- Prior involvement in AI-driven IVR modernization projects.
Keywords: artificial intelligence, business intelligence, New Jersey
Special Requirements
Onsite at NJ, Long-Term Contract
Compensation & Location
Salary: $60,000 – $120,000 per year (Estimated)
Location: Newark, NJ
Recruiter / Company – Contact Information
Email: njali.sikarwar@technocraftsol.com
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