Technical Business System Analyst – IVR / Telecom

About the job
Job Title: Technical Business System Analyst – IVR / Telecom

Location: Brampton, ON

Time Zone: EST

Employment Type: Contract

Job Summary

We are seeking an experienced Technical Business System Analyst (TBSA) with strong expertise in IVR systems and telecom processes. The ideal candidate will bring 6–8 years of experience in business systems analysis, with hands-on involvement in IVR design, configuration, and optimization. This role requires close collaboration with business stakeholders, product teams, vendors, and delivery teams to design and enhance customer interaction experiences while ensuring operational efficiency and business alignment.

Key Responsibilities

Support IVR solution design and enhancement initiatives based on business requirements and customer experience objectives.
Configure and maintain IVR call flows, menus, prompts, and routing logic.
Develop and customize IVR scripts to improve customer interactions and optimize call handling processes.
Analyze business requirements and translate them into functional and technical specifications.
Coordinate with product teams, business stakeholders, development teams, and external vendors to ensure successful solution delivery.
Implement updates and changes to IVR systems based on user feedback and business needs.
Monitor IVR system performance and identify issues related to functionality, errors, or downtime.
Troubleshoot and resolve technical issues associated with IVR systems while minimizing operational impact.
Fine-tune IVR workflows and customer journeys to improve customer satisfaction and reduce average handling times.
Ensure IVR solutions align with business KPIs and organizational OKRs.
Continuously identify process improvement opportunities and recommend enhancements.
Facilitate communication among stakeholders and provide regular project status updates.
Required Skills & Qualifications

6–8 years of experience as a Technical Business System Analyst or related role.
Strong experience in IVR domain, processes, and customer interaction systems.
Telecom industry experience is mandatory.
Experience with IVR call flow design and configuration.
Strong analytical and problem-solving abilities.
Excellent verbal and written communication skills.
Ability to work with cross-functional teams in a fast-paced environment.
Experience gathering, documenting, and validating business requirements.
Strong stakeholder management and collaboration skills.
Preferred Qualifications

Experience with contact center technologies and customer service platforms.
Exposure to Agile delivery methodologies.
Experience working with telecom customer experience solutions and call routing systems.
Key Competencies

Communication and stakeholder management
Business analysis and requirement gathering
Problem-solving and analytical thinking
Process improvement mindset
Collaboration and teamwork
Customer-focused approach