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Ampstek · 3 weeks ago

IVR Business Analyst with Call flow Design experience(NEED ONLY US CITIZENS)

Charlotte, NC

Contract

Onsite

Mid Level

Ampstek is seeking an IVR Business Analyst with experience in call flow design. The role involves documenting requirements, mapping customer journeys, and collaborating with technical teams in IVR and contact center environments.

IT Management

Growth Opportunities

No H1B

U.S. Citizen Only

Hiring Manager

Aravinth N

Responsibilities

Proven experience as a Business Analyst in IVR / Contact Center environments

Strong hands-on experience in IVR call flow design and customer journey mapping

Expertise in documenting requirements using BRDs, FRDs, and user stories

Experience with IVR platforms such as Genesys, Avaya, Cisco, NICE, Amazon Connect, or similar

Knowledge of DTMF, speech recognition (ASR), text-to-speech (TTS) concepts

Understanding of call routing, queue management, and CRM integration

Strong analytical, problem-solving, and communication skills

Ability to work with cross-functional technical and non-technical teams

Qualification

IVR Business AnalystIVR call flow designBRDsFRDs documentationIVR platforms experienceDTMF knowledgeCall routing understandingAnalytical skillsProblem-solving skillsCommunication skillsCross-functional teamwork