Job Title: Business Analyst Location: Charlotte, NC (Hybrid) Max Pay rate: $54/hour Job type: Contract Job Description: We are seeking a Contact Center Business Analyst to join our Intelligent Voice Assistant (IVA) and Call Routing product team within the Contact Center Technology space. This role focuses on understanding complex call center business problems and converting them into actionable technical requirements to improve customer experience and operational efficiency. Key Responsibilities: • Act as liaison between business stakeholders and technology partners to define, refine, and document requirements for IVR, IVA, and routing solutions • Translate contact center user stories into clear technical specs and epics using Agile methodology • Support backlog grooming, sprint planning, and ensure smooth execution of CCaaS initiatives • Analyze existing voice/chat workflows, identify optimization opportunities, and support testing and deployment • Utilize SQL and other analytical tools for data extraction and insights to support product strategy • Collaborate cross-functionally with architecture, product owners, QA, and operations teams • Assist in preparing executive reports and solution recommendations Required Qualifications: • 4+ years of Business Analysis or Business Systems experience • Experience working with Contact Center Technologies, including IVR, IVA, and routing platforms (Genesys, Dialogflow CX, Nuance, etc.) • Proven experience in Agile environments with user story writing and backlog management • Strong verbal and written communication skills; ability to explain technical processes to non-technical stakeholders • Familiarity with financial products (cards, lending, banking) is a plus • Ability to write basic SQL queries and analyze large datasets Nice to Have: • Experience supporting contact center operations or product owners • Knowledge of CX mapping, speech analytics, or conversation design • Experience working across geographically distributed teams • Familiarity with Jira, Confluence, and Agile project tracking tools