- Company Name
- CereCore
- Job Title
- Product Business Analyst
- Job Description
-
Job title: Product Business Analyst – Contact Center IVR & Virtual Agent
Role Summary:
Drive the strategic and tactical optimization of virtual agent and IVR solutions within managed and non‑managed contact centers. Lead requirement elicitation, system analysis, process modeling, and quality assurance to enhance efficiency, user experience, and business outcomes.
Expectations:
- Deliver end‑to‑end business analysis for virtual agent/IVR initiatives.
- Champion continuous improvement through data‑driven insights and process redesign.
- Collaborate across stakeholders, IT, and operations to scale technologies and demonstrate measurable impact.
- Mentor junior analysts and provide clear, actionable documentation.
Key Responsibilities:
- Elicit, document, validate, and prioritize business needs using workshops, interviews, surveys, and use‑case mapping.
- Translate high‑level requirements into functional specifications for developers.
- Create process models, diagrams, and flowcharts to guide development.
- Conduct peer reviews and quality assurance of requirements and deliverables.
- Track and communicate requirement status, changes, and impacts throughout project lifecycles.
- Partner with contact‑center operations to analyze containment, resolution, and failure metrics; recommend call‑flow enhancements.
- Develop performance reports for virtual agent and IVR metrics.
- Identify opportunities for technology‑enabled process optimizations and support expansion to other business units.
- Provide guidance to junior staff and facilitate knowledge transfer.
Required Skills:
- Strong analytical, problem‑solving, and critical thinking abilities.
- Excellent written and verbal communication, stakeholder facilitation, and documentation skills.
- Proficiency in business requirements gathering, use‑case development, process modeling, and standards compliance.
- Experience with Q&A, peer review, and change management in software development.
- Knowledge of contact‑center technologies (Noble, Avaya, Contact Center as a Service, Google CCAI, CCaaS).
- Familiarity with healthcare industry contact‑center contexts.
- Understanding of Software Development Life Cycle and data‑driven decision making.
Required Education & Certifications:
- Bachelor’s degree in Business Administration, Computer Science, Information Systems, or related field.
- Professional certifications such as CBAP, PMI-PBA, or equivalent preferred.