IVR Business Analyst

Key Responsibilities

• Requirements Gathering & Documentation

• Elicit and document business and functional requirements from stakeholders, clients, and end users.
  
• Translate business needs into detailed IVR design specifications and call flow documentation.
  
• Maintain and update requirement traceability matrices throughout the project lifecycle.
  

• IVR Design & Analysis

• Create and maintain

  Visio call flows

  (both high-level and detailed) based on user interface and IVR specifications.
• Collaborate with IVR developers and architects to ensure design feasibility and alignment with customer journeys.
  
• Define self-service and automation opportunities within IVR systems to optimize customer interactions.
  

• Testing & Quality Assurance

• Support and/or perform

  complex ACD testing

  (speech and DTMF).
• Execute

  automation testing

  using tools like

  Cyara

  or equivalent platforms.
• Conduct smoke, system integration, and regression testing to validate IVR functionality and ensure system stability.
  
• Analyze test results and assist in troubleshooting and defect resolution.
  

• Collaboration & Communication

• Work closely with engineering and development teams to clarify requirements and validate technical outcomes.
  
• Participate in cross-functional project meetings to ensure alignment across design, development, and delivery.
  
• Provide support during UAT (User Acceptance Testing) and production rollouts.
  

Required Skills & Experience

• Proven experience as a

  Business Analyst

  , preferably within IVR or contact center environments.
• Strong understanding of

  IVR call flows

  ,

  voice automation

  , and

  self-service technologies

  .
• Hands-on experience with

  Cyara

  or similar IVR testing tools.
• Familiarity with

  contact center platforms

  (e.g., Avaya, Genesys, Cisco, Amazon Connect).
• Excellent

  technical writing

  and

  documentation

  skills.
• Ability to communicate effectively with both business and technical audiences.
  
• Experience working on

  large or complex IVR/telephony projects

  .
• Proficiency in

  Microsoft Visio

  and other documentation tools.