IVR Business Analyst

Creation of functional requirements based on business/client/end user needs · Experience in technical writing · Experience working on large/complex projects · Ability to communicate with engineers on requirements and expected outcomes · Familiarity with voice components and/or contact center practices/procedures · IVR knowledge of call flows, automation, self service · IVR, Complex ACD testing (both speech and DTMF) · Automation testing using Cyara or similar tools · Smoke testing, System integration testing, regression testing · Creation of Visio call flows, both detailed and high level based off User interface documentation