Technical Business Analyst - Charlotte, NC

Role Summary
We are seeking a Technical Business Analyst with expertise in Telecom, IVR, and Conversational AI to bridge business requirements and technical solution delivery. The ideal candidate will work with stakeholders, architects, and engineering teams to define, document, and deliver customer experience solutions leveraging Google Dialogflow CX, Genesys Cloud CX, and telecom platforms.

Key Responsibilities
Gather and document business requirements across customer service, retention, billing, provisioning, and telecom operations.
Translate requirements into functional specifications, user stories, process flows, and acceptance criteria.
Analyze and document IVR call flows, routing logic, and conversational AI journeys using Dialogflow CX.
Define integration requirements across CRM, billing, OSS/BSS, Genesys Cloud CX, and other enterprise systems.
Perform data analysis to identify process improvements, automation opportunities, and customer experience enhancements.
Support UAT activities, test case creation, defect management, and requirements traceability.
Collaborate with business stakeholders, conversational designers, and engineering teams to ensure successful solution delivery.

Required Qualifications
10+ years of experience as a Business Analyst or Technical BA within Telecom, Contact Center, or Customer Experience domains.
Hands-on experience with IVR systems, call flows, routing logic, and customer service processes.
Experience with Google Dialogflow (CX/ES), Conversational AI, or virtual agent platforms.
Knowledge of Genesys Cloud CX and telecom OSS/BSS ecosystems.
Strong skills in requirements gathering, process mapping, SQL, data analysis, and system integrations.
Excellent stakeholder communication, documentation, and problem-solving skills.

Preferred Qualifications
Experience in customer retention, churn management, or telecom customer care.
Exposure to legacy IVR modernization and AI-driven customer experience initiatives.
CBAP certification and/or Google Dialogflow CX certification.
Experience with JIRA, Zephyr, TestRail, Power BI, or Tableau.