Job Purpose:

We are seeking a Business Analyst (BA) with experience in IVR (Interactive Voice Response), telephony, or similar contact center technologies to join altafiber's IT team supporting Avaya-based systems. The ideal candidate will have a strong background in gathering and documenting business requirements for IVR systems or telephony platforms. This role requires collaboration with stakeholders, technical teams, and vendors to ensure smooth implementation and optimization of call flows to meet various requirements.

Essential Functions:

Gather, analyze, and document business and technical requirements related to IVR, telephony, and contact center systems. Work closely with stakeholders to understand and translate business needs into functional requirements. Create, maintain, and manage IVR configurations in conjunction with onshore and offshore teams. Ensure IVR workflows and telephony integrations meet all user requirements. Support testing efforts by reviewing test cases and validating system functionality to ensure alignment with business needs. This includes identifying bugs and performing user acceptance testing (UAT). Provide recommendations for improving call flows, self-service capabilities, and customer experience. Work with vendors and internal teams to troubleshoot issues, implement changes, and optimize telephony infrastructure. Maintain documentation, including business process flows, user stories, and system requirements.

Education:

Four years of College resulting in a Bachelor's Degree or equivalent

Certifications, Accreditations, Licenses:

Experience with the following: JIRA, Visio, SQL, UAT (writing scripts)

Relevant Work Experience:

2 to 4 years in related field

3-5 years of experience as a Business Analyst in IVR, telephony, or similar contact center technologies.

Special Knowledge, Skills and Abilities:

Strong understanding of IVR call flows, telephony platforms, customer interaction technologies, and the tools required to manage them. Knowledge of telephony systems such as Avaya, Cisco, or similar. Ability to create and analyze call flows, system diagrams, and business process workflows using Visio. Experience working with IT and business teams to bridge communication gaps and ensure project success. Excellent organizational and analytical skills with the ability to translate user needs into application requirements. Strong problem-solving skills and ability to work independently in a fast-paced environment. Excellent verbal and written communication skills. Experience in contact center operations Experience with reporting and analytics tools for IVR and telephony performance metrics. Flexibility/Ability to be proactive, possess good problem-solving skills, the capability to find solutions, and the ability to meet deadlines successfully. Ability to perform multiple project tasks simultaneously. Knack for resolving and negotiating through conflicts. Proficiency with Microsoft Office. SQL, familiarity with utilizing prewritten scripts to extract data

Supervisory Responsibility:

This position does not have any supervisory responsibilities