IVR Business Analyst

6 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.

  • IVR Developer

    7 days ago

    Pune, Maharashtra, India Infosys Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Key Responsibilities:A day in the life of an InfoscionAs part of the Infosys consulting team your primary role would be to actively aid the consulting team in different phases of the project including problem definition effort estimation diagnosis solution generation and design and deploymentYou will explore the alternatives to the recommended solutions...

  • IVR Developer

    5 days ago

    Pune, Maharashtra, India Infosys Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    IVR Developer• Primary skills: Technology->Functional Testing->IVR Developer with Java, Technology->Infrastructure-Contact Center->IVR Concepts Ability to work with clients to identify business challenges and contribute to client deliverables by refining, analyzing, and structuring relevant data • Awareness of latest technologies and trends • Logical...

  • Automation Test Engineer- IVR

    5 days ago

    Pune, Maharashtra, India Zensar Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job DescriptionCreation of functional requirements based on business/client/end user needsExperience in technical writingExperience working on large/complex projectsAbility to communicate with engineers on requirements and expected outcomesFamiliarity with voice components and/or contact center practices/proceduresIVR knowledge of call flows, automation,...

  • Automation Test Engineer- IVR

    2 weeks ago

    Pune, Maharashtra, India Zensar Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Creation of functional requirements based on business/client/end user needsExperience in technical writingExperience working on large/complex projectsAbility to communicate with engineers on requirements and expected outcomesFamiliarity with voice components and/or contact center practices/proceduresIVR knowledge of call flows, automation, self serviceIVR,...

  • Senior Business Analyst

    6 days ago

    Pune, Maharashtra, India Miratech Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Company DescriptionMiratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain...

  • Business Analyst

    1 week ago

    Pune, Maharashtra, India Imaginators Try Going Beyond Full time ₹ 2,00,000 - ₹ 2,80,000 per year

    Business Analyst Life InsuranceSkill-Life Insurance,MS Excel,Visio,Loma,SQL, Jira,Implementation,Stakeholder,Presales,Solution DesignExp-8+Yrs IN BA(Life Insurance)PKG Upto-28 LPAPuneNP-IMM-30DaysRitika Required Candidate profileSkill-Business Analyst, Life Insurance, MS Excel, Visio, Loma, SQL,Jira,Implementation, Stakeholder,Presales,Solution...

  • Business Analyst

    1 week ago

    Pune, Maharashtra, India Avigna Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Dear Candidate,Hope you are doing well.I'm thrilled to connect with you today and share an exciting opportunity at Avigna.AI for the role of Business Analyst. Avigna.AI is not just a workplace; it's a dynamic hub of innovation and collaboration, and we're seeking talented individuals to join our team.Please find below the job description:Requirement:...

  • Business Analyst

    2 weeks ago

    Pune, Maharashtra, India Ishan Technologies Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Job Title: Business Analyst - Brokerage SME (BFSI)Job Summary:The Business Analyst with Brokerage SME expertise will act as a crucial link between business stakeholders and IT teams to gather, analyze, and document requirements specifically for brokerage operations within the BFSI sector. This role involves deep understanding of brokerage processes,...

  • Business Analyst

    3 days ago

    Pune, Maharashtra, India Systems Plus Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Location: PuneEmployment Type: full-timeDesignation: Business AnalystJob DetailsRole:An IT Business Analyst plays a critical role in bridging the gap between Allivet's business needs and its technological solutions. They act as translators, analysts, and problem-solvers, ensuring that IT projects align with strategic goals and deliver value to the...

  • Technical Business Analyst

    4 days ago

    Pune, Maharashtra, India Harbinger Systems Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    Job DescriptionPosition: Business AnalystExperience : 8 to 10 YearsLocation: Pune-Hybrid (Kothrud)Business Analysis Techniques-Business Analysts should have a strong understanding of various business analysis techniques, such as requirements elicitation, documentation, and analysis. Interviewers may assess your ability to gather and document business...