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IVR Technical Business Analyst / Conversational AI
Location: 100% Remote (MST)
Duration: 12-Month Contract (Potential Extensions/Conversion)
Note: This is a technically focused IVR Business Analyst position, not a traditional Business Analyst role. Looking for candidates with hands-on IVR call-flow analysis, NLP/conversational AI, telephony routing, API troubleshooting, and Splunk experience. Candidates with only general contact center or business analysis experience may not be technical enough.
Must-Have Qualifications
- Strong experience with end-to-end IVR architecture, call flows, caller authentication, routing logic, agent handoffs, and self-service functionality.
- Hands-on knowledge of Conversational AI, Natural Language Processing (NLP), and conversational design, including intents, utterances, recognition behavior, and customer journeys.
- Solid understanding of telephony systems, call routing tables, business rules, customer variables, and routing decision logic.
- Experience with APIs and system integrations, including troubleshooting dependencies between IVR platforms and downstream applications.
- Proficiency with Splunk or similar production monitoring tools to analyze call behavior, investigate defects, and troubleshoot customer-impacting issues.
- Ability to translate business requirements into technical IVR specifications, user stories, acceptance criteria, and call-flow documentation.
- Experience leading technical refinement sessions with development teams to ensure requirements and stories are complete and ready for implementation.
- Strong analytical, troubleshooting, communication, and cross-functional collaboration skills.
Key Responsibilities
- Analyze, document, and optimize IVR call flows, conversational experiences, and routing logic.
- Partner with business stakeholders, developers, and telephony teams to define technical requirements.
- Investigate production issues involving call routing, NLP recognition, APIs, and downstream integrations.
- Support cloud-based IVR modernization, automation, and self-service enhancements.
- Facilitate technical discussions, identify dependencies, and ensure development readiness.
- Improve caller experience through effective routing, authentication, and conversational AI capabilities.
Preferred: Experience with cloud-based contact center platforms and IVR solutions supporting insurance claims, billing, or payment workflows.
Interested candidates may submit their resumes online or call at 310-906-4780 for further information regarding the position.
NS-IVRSAC-NS_1794600290