Business Analyst

Job title: Technology Lead | Analytics – Functional | Business Analyst
Work Location with Zip code: Charlotte, NC 28273

· This role requires any travel (Yes/No): NO
· Please confirm if this would be onsite from day one OR Initial remote for 2-3 months, and then expect the candidate to work from the office OR 100% Remote: Onsite from day1, WFO 4 days a week
· Is this a 100% remote role? no
· Minimum years of experience required: 8-10 Years
· Would you require the candidates to meet you for an in-person interview?: Video/Virtual Interview: Video is fine
· Education Qualification required: BE

Must have skills:
Skillset: IVR domain knowledge, Business analysis.
Please DO NOT submit profiles of candidates who have previously worked with Charter Communications or Spectrum.
The client is looking for local candidates based in Charlotte, NC ONLY.

Detailed Job Description:
Should have experience in working in Telecom sector, ideally in IVR area particularly in conversational IVR area.
Should have experience in caller experience testing initiatives, identifying usability gaps and recommending improvements that enhanced customer satisfaction and self-service effectiveness
Should have experience in analyzing call data and IVR system performance using SQL and analytics tools to uncover insights and guide data-informed product decisions
Partner with developers, technical teams, and business stakeholders to implement voice application updates and optimize IVR call flows
Reviews, analyzes, and evaluates information technology systems operations.
Determines user needs and requirements and recommends ways to improve systems.
Serves as primary point of contact between users and engineering development staff.
Identifies, documents, reports and tracks system issues.
Supports the process of translating business needs into formal technical requirement deliverables.

Minimum years of experience: 8-10 years
Education: Bachelor’s or Master of Engineering

Note:
Please DO NOT submit profiles of candidates who have previously worked with Charter Communications or Spectrum.
The client is looking for local candidates based in Charlotte, NC ONLY.