Highlights

Our client is an American multinational information technology services and consulting company and is a leading provider of information technology, consulting, and business process outsourcing services, dedicated helping the world's leading companies build stronger businesses. 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.

Description

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client is an American multinational information technology services and consulting company and is a leading provider of information technology, consulting, and business process outsourcing services, dedicated helping the world's leading companies build stronger businesses.

Job Title:Sr. Business Analyst
Location: Charlotte, NC
Duration: 12 Months
Job Type: Temporary Assignment
Work Type: Hybrid (Charlotte, 4 days/week)

Job Description:

Job 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

Responsibilities :

Technical Business Analyst 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 Dialog flow (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 Dialog flow CX certification. Experience with JIRA, Zephyr, TestRail, Power BI, or Tableau.

TekWissen Group is an equal opportunity employer supporting workforce diversity.

About Company

WE THE TEKWISSEN PEOPLE

TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.

To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.

Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.

It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.

Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.

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