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Business Analyst – Telecom & IVR Systems - Onsite at Charlotte NC
Job description
Work Location: Charlotte, NC
Work Model: Mandatory onsite (5 days/week)
Remote or hybrid work is not permitted
Experience Required
8+ years of Business Analysis experience, with a strong focus on Telecom solutions, IVR systems, and Conversational AI.
Hands-on experience with Kore.ai platforms and telecom-related BSS systems.
Exposure to LLM and Machine Learning technologies is a strong plus.
Key Responsibilities
Collaborate with business stakeholders, product owners, and technical teams to gather, document, analyze, and prioritize business and functional requirements for IVR, conversational AI, and telecom systems.
Design, enhance, and refine IVR and conversational flows to improve customer interactions and self-service capabilities.
Analyze business needs, assess the impact of new requirements, and translate them into clear, actionable technical specifications.
Create comprehensive documentation including Business Requirement Documents (BRDs), functional specifications, user stories, and process flow diagrams.
Work closely with development and technical teams to ensure business requirements are accurately translated into technical designs and solutions.
Conduct and support User Acceptance Testing (UAT) to validate that solutions meet requirements and deliver an optimal customer experience.
Act as a liaison between business users, technical teams, and external vendors to ensure alignment on deliverables and project milestones.
Identify opportunities to streamline processes, improve system integration, and optimize performance across IVR and conversational AI platforms.
Required Skills & Expertise
Strong expertise in IVR systems, telecom solutions, prompt engineering, and conversational AI platforms (especially Kore.ai).
Proven ability to work closely with stakeholders to elicit and document complex business requirements.
Excellent communication, documentation, and stakeholder management skills.
Experience working in Agile environments is preferred. p1c3tsts
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
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