Business Process Analyst (IVR, NICE, and Genesys)

Responsibilities

• Develop and maintain business requirements, functional specifications, and process documentation for IVR scripts, AI agent conversation flows, self-service website updates, and invoice or process changes.
• Coordinate and execute User Acceptance Testing (UAT) to validate system enhancements against business requirements.
• Ensure enhancements meet defined objectives, business requirements, and expected outcomes.
• Develop and document processes for system development, implementation, and rollout, including updated workflows supported by AI agents.
• Provide general project support, including task coordination, progress tracking, and documentation.
• Support stakeholder communications related to process and technology updates, including status updates, training materials, and FAQs.
• Create and maintain test scenarios, test scripts, expected results, defect logs, and retest evidence.
• Support requirements validation, change management, and implementation activities to ensure smooth delivery of enhancements.

Requirements

• 3–5 years of relevant experience in IVR script updates and maintenance, UAT coordination and execution, requirements validation, process documentation, change management, and general project support.
• Experience working with service centers and service center technologies, particularly IVR platforms such as NICE and Genesys.
• Strong written communication skills, with the ability to develop clear functional specifications, test scripts, and process documentation.
• Ability to manage multiple tasks simultaneously and adapt quickly to changing priorities.
• Capable of working independently with minimal supervision, training, or ramp-up time.
• Strong attention to detail and commitment to accuracy.
• Excellent critical-thinking, analytical, and problem-solving skills.