BSA - IVR

Role preferred to be hybrid, in either Newark, NJ or Ft. Washington, PA offices. Open to remote.

This is a long term contract position with a leading Financial firm.

Job Description:
We are seeking a highly skilled and experienced Business Analyst with a background in implementing effective contact center/IVR solutions. The ideal candidate will have a proven track record in supporting AI-driven transformations in the IVR and chatbot space. This role requires a deep understanding of customer service operations, actionable business intelligence, data modeling, and governance, especially within the financial services industry.

Key Responsibilities:

• Experience in modernizing IVR flows into customer-centric, adaptive, and learning-oriented conversational journeys powered by AI agents.
• Ability to capture and translate business needs into agentic AI–focused requirements, shifting from traditional deterministic IVR call flow logic to flexible, goal oriented conversational behaviors.
• Evaluate business processes, anticipate requirements, and uncover areas for improvement ensuring strategic alignment and operational efficiency.
• Develop actionable business intelligence and analytics to drive decision-making.
• Lead ongoing reviews of business processes and developing optimization strategies.
• Develop and implement data governance, data management, and data quality program practices and strategies.
• Model business processes for Interactive Voice Response (IVR) and implement effective solutions.
• Foster a culture of continuous improvement and excellence.

What you bring to the table:

• Demonstrated experience in redesigning IVR systems (for self-service on the voice channel) and leveraging AI solutions in the IVR space.
• Experience working in an AGILE environment.
• Strong analytical skills and proficiency in data modeling techniques.
• BA/BS in CS, Information Systems or Information management or Systems design.
• Ability to manage complex projects and deliver results in a fast-paced environment.
• Excellent communication and leadership abilities.

Bonus if you have:

• Deep expertise in insurance financial engines and regulatory compliance.
• Knowledge of SQL, Databases and Analytical/Reporting tools such as PowerBI/Tableau.

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