IVR Business Analyst

7 days ago

Pune, Maharashtra, India People Prime Worldwide Full time ₹ 4,00,000 - ₹ 12,00,000 per year

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.

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