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IVR Business Analyst

Location: Warren
Posted on: November 19, 2023

Job Description:

Mastech is a growing company dedicated to innovation and teamwork. We are currently seeking a IVR Business Analyst for our client in the IT Services domain. We value our professionals, providing comprehensive benefits, exciting challenges, and the opportunity for growth. This is a Contract position and the client is looking for someone to start immediately.

Duration: 30 Months Contract

Location: Warren, NJ/ Zip Code: 07059

Compensation: Market Rate

Role: IVR Business Analyst

Role Description: The IVR Business Analyst would need to have at least 5 years of experience.


- Design caller experience for IVR DTMF and speech enabled applications.

- Analyze requirements; develop detailed designs/call flows for implementation.

- Create and design effective speech user interface designs including call flow, dialogues, functional logic, prompts, and define grammars to match the established requirements.

- Deliver IVR user interface design documentation outlining backend interfaces to support business functionality and application development.

- Develop call flows for complex applications including data driven interactions and Contact Center routing of calls.

- Work closely with business units to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications.

- Leverage enterprise reporting tools to develop ah-hoc and daily reports outlining KPIs/performance and gain thorough understanding on the underlining factors that contribute to the trend.

- Analyze and identify any trends and provide recommendations.

Required Skills:

- 4+ years of related professional experience or equivalent combination of education and experience.

- Big plus - experience in multiple Contact Center Technology domains including expertise in current IVR and speech recognition standards, CTI and Call Routing.

- Bachelor?s Degree in Computer Science or equivalent.

- Proficient in Microsoft Office products, including but not limited to Word, Excel, and Outlook.

- Good command on SQL/Oracle.

- Excellent written and verbal communications skills.

Education: Bachelor's degree

Experience: Minimum 5 years

Relocation: No, this position will not cover relocation expenses

Travel: No

Local Preferred: N/A

Recruiter Name: Priyanka Bhandare

Recruiter Phone: 877 884 8834 (Ext: 4038)

We are looking only for candidates willing to join us directly as W2 employees (No 3rd party candidates)


Keywords: , Plainfield , IVR Business Analyst, IT / Software / Systems , Warren, New Jersey

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