IVR Business Analyst

HireTalent is a staffing and recruiting firm seeking a highly skilled Business Analyst with expertise in contact center and IVR solutions. The role focuses on implementing AI-driven transformations and improving customer service operations within the financial services industry.

Responsibilities:

• Experience in modernizing IVR flows into customer-centric, adaptive, and learning-oriented conversational journeys powered by AI agents
• Ability to capture and translate business needs into agentic AI–focused requirements, shifting from traditional deterministic IVR call‑flow logic to flexible, goal‑oriented conversational behaviors
• Evaluate business processes, anticipate requirements, and uncover areas for improvement ensuring strategic alignment and operational efficiency
• Develop actionable business intelligence and analytics to drive decision-making
• Lead ongoing reviews of business processes and developing optimization strategies
• Develop and implement data governance, data management, and data quality program practices and strategies
• Model business processes for Interactive Voice Response (IVR) and implement effective solutions
• Foster a culture of continuous improvement and excellence

Requirements:

• Demonstrated experience in redesigning IVR systems (for self-service on the voice channel) and leveraging AI solutions in the IVR space
• Experience working in an AGILE environment
• Strong analytical skills and proficiency in data modeling techniques
• BA/BS in CS, Information Systems or Information management or Systems design
• Ability to manage complex projects and deliver results in a fast-paced environment
• Excellent communication and leadership abilities
• Deep expertise in insurance financial engines and regulatory compliance
• Knowledge of SQL, Databases and Analytical/Reporting tools such as PowerBI/Tableau