Note: The job is a remote job and is open to candidates in USA. Glansa Associates is seeking a Business Analyst with IVR expertise to enhance their contact center operations. The role involves gathering and analyzing requirements, designing IVR call flows, and collaborating with various teams to implement technical solutions.
Responsibilities
- Gather, analyze, and document business, functional, and non-functional requirements
- Conduct workshops with business users, operations teams, and stakeholders
- Analyze existing contact center processes and recommend improvements
- Create Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, use cases, and process flows
- Design and document IVR call flows, routing logic, customer journeys, and self-service workflows
- Work with Solution Architects to translate business requirements into technical solutions
- Collaborate with Genesys developers during IVR, routing, and reporting implementations
- Understand inbound, outbound, email, chat, messaging, and digital channel requirements
- Define routing strategies including skills-based routing, queue management, priority routing, VIP routing, overflow routing, and business hours routing
- Participate in sprint planning, backlog grooming, UAT, and production deployment activities
- Prepare functional specifications and acceptance criteria
- Support User Acceptance Testing (UAT) and validate business scenarios
- Coordinate with QA teams for defect resolution
- Conduct impact analysis for enhancements and production issues
- Work closely with WFM, Reporting, and Operations teams
- Ensure compliance with security, regulatory, and customer experience standards
- Prepare user manuals, process documentation, and knowledge transfer documents
Skills
- Gather, analyze, and document business, functional, and non-functional requirements
- Conduct workshops with business users, operations teams, and stakeholders
- Analyze existing contact center processes and recommend improvements
- Create Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, use cases, and process flows
- Design and document IVR call flows, routing logic, customer journeys, and self-service workflows
- Work with Solution Architects to translate business requirements into technical solutions
- Collaborate with Genesys developers during IVR, routing, and reporting implementations
- Understand inbound, outbound, email, chat, messaging, and digital channel requirements
- Define routing strategies including skills-based routing, queue management, priority routing, VIP routing, overflow routing, and business hours routing
- Participate in sprint planning, backlog grooming, UAT, and production deployment activities
- Prepare functional specifications and acceptance criteria
- Support User Acceptance Testing (UAT) and validate business scenarios
- Coordinate with QA teams for defect resolution
- Conduct impact analysis for enhancements and production issues
- Work closely with WFM, Reporting, and Operations teams
- Ensure compliance with security, regulatory, and customer experience standards
- Prepare user manuals, process documentation, and knowledge transfer documents
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