What are the responsibilities and job description for the Business Analyst – Telecom & IVR Systems - Onsite at Charlotte NC position at Virtusa?
Work Location: Charlotte, NC
Work Model: Mandatory onsite (5 days/week)
Remote or hybrid work is not permitted
Experience Required
Work Model: Mandatory onsite (5 days/week)
Remote or hybrid work is not permitted
Experience Required
- 8 years of Business Analysis experience, with a strong focus on Telecom solutions, IVR systems, and Conversational AI.
- Hands-on experience with Kore.ai platforms and telecom-related BSS systems.
- Exposure to LLM and Machine Learning technologies is a strong plus.
- Collaborate with business stakeholders, product owners, and technical teams to gather, document, analyze, and prioritize business and functional requirements for IVR, conversational AI, and telecom systems.
- Design, enhance, and refine IVR and conversational flows to improve customer interactions and self-service capabilities.
- Analyze business needs, assess the impact of new requirements, and translate them into clear, actionable technical specifications.
- Create comprehensive documentation including Business Requirement Documents (BRDs), functional specifications, user stories, and process flow diagrams.
- Work closely with development and technical teams to ensure business requirements are accurately translated into technical designs and solutions.
- Conduct and support User Acceptance Testing (UAT) to validate that solutions meet requirements and deliver an optimal customer experience.
- Act as a liaison between business users, technical teams, and external vendors to ensure alignment on deliverables and project milestones.
- Identify opportunities to streamline processes, improve system integration, and optimize performance across IVR and conversational AI platforms.
- Strong expertise in IVR systems, telecom solutions, prompt engineering, and conversational AI platforms (especially Kore.ai).
- Proven ability to work closely with stakeholders to elicit and document complex business requirements.
- Excellent communication, documentation, and stakeholder management skills.
- Experience working in Agile environments is preferred. p1c3tsts