Business Analyst - IVR

Description: Role preferred to be hybrid, in either Newark, NJ or Ft. Washington, PA offices. Open to remote for a great candidate. This is a long term contract position with a major investment 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.