New 
Business Systems Analyst/ IVR Analyst
 Spectraforce Technologies | |
 United States, New Jersey, Newark | |
 Mar 11, 2026 | |
|
Job Title: Business Systems Analyst/ IVR Analyst
Location: Newark, NJ (Hybrid)/Fort Washington, PA (Hybrid) Duration: 12 Months 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. | |