Note: The job is a remote job and is open to candidates in USA. Cyberobotix is seeking an experienced Business Analyst to bridge business stakeholders, product teams, and technical teams while driving alignment and measurable business outcomes. The role focuses on analyzing and documenting IVR, IVA, CCaaS, customer journeys, contact-center processes, integrations, and functional requirements throughout the product lifecycle using Agile methodologies.
Responsibilities
- Lead, facilitate, and document business processes, customer journeys, IVR call flows, IVA conversation flows, functional processes, and dialog flows
- Analyze and document features, epics, capabilities, user stories, use cases, acceptance criteria, process flows, and other requirements/use-case modeling techniques
- Work closely with the Product Owner and Scrum Master to capture business needs, features, and user stories and prioritize them based on business value, customer impact, technical complexity, and release objectives
- Collaborate with the Technical Lead, Solution Architects, developers, and QA teams to translate business requirements into clear technical and functional requirements, including detailed acceptance criteria
- Work closely with the Product Owner to ensure that business needs are addressed, including project objectives, expected outcomes, customer experience, operational impact, and measurable business value
- Partner with the Scrum Master to support backlog grooming, sprint planning, user-story management, prioritization, and release planning
- Analyze and optimize IVR and IVA customer journeys, identifying opportunities to improve containment, self-service, call routing, customer experience, and operational efficiency
- Analyze CCaaS business processes, including inbound/outbound interactions, queues, routing, agent workflows, IVR integration, CRM integration, reporting, and customer-service processes
- Work with technical teams to understand and document APIs, system integrations, data flows, dependencies, relevant to IVR/IVA and CCaaS solutions
- Support solution validation by reviewing functional designs, prototypes, process flows, and test scenarios against defined business requirements
- Participate in daily Scrum calls, sprint ceremonies, backlog refinement, demonstrations, and retrospectives
- Identify gaps, risks, dependencies, assumptions, and opportunities across business and technical processes and drive them toward resolution
- Ensure traceability between business objectives, requirements, user stories, acceptance criteria, implementation, and business outcomes
Skills
- The candidate should have hands-on experience in analyzing and documenting customer journeys, IVR call flows, conversational/voice interactions, contact-center processes, integrations, and functional requirements, while collaborating closely with Product Owners, Scrum Masters, Technical Leads, developers, QA teams, and business stakeholders
- • Technical Business Analysis Expertise: Proven experience in understanding, analyzing, and translating complex technical and business requirements into actionable functional specifications and user stories
- • Strong ability to bridge the gap between business stakeholders, product teams, architects, developers, QA, and other technical teams
- • IVR/IVA & CCaaS Expertise: Strong understanding of IVR, Intelligent Virtual Assistants, conversational/voice applications, contact-center processes, customer journeys, call routing, self-service, and agent workflows
- • Experience documenting IVR call flows, IVA dialog flows, conversational journeys, intents, entities, prompts, fallback scenarios, escalation/transfer flows, and exception handling
- • Ideation to Implementation Skills: Strong track record of managing requirements from ideation and discovery through validation, development, testing, deployment, and implementation
- • Understanding Product Development and Lifecycle: In-depth knowledge of product development processes, methodologies, release management, and product lifecycle management
- • Strong experience with Software Development Life Cycle (SDLC), Business Process Reengineering (BPR), Agile/Scrum, and Extreme Programming (XP) methodologies
- • Extensive experience in business and technical documentation, including Business Requirements Documents (BRDs), System Requirements Documents (SRDs), Functional Specifications, Use Case Specifications, user stories, acceptance criteria, and process documentation
- • Proficient in creating and interpreting use-case diagrams, activity diagrams, process flows, customer journey maps, data-flow diagrams, and functional workflows
- • Expertise working with technical developers and business teams to create, interpret, validate, and implement software systems and integrations
- • Strong experience in requirements gathering, elicitation, analysis, validation, prioritization, and business requirements specification
- • Strong understanding of API-based integrations, system interfaces, data exchange, and technical dependencies within enterprise contact-center environments
- • Bachelor's degree in Computer Science, Engineering, Information Technology, Business Administration, or a related field
- • 8+ years of professional experience in Business Analysis, Product Analysis, Requirements Engineering, or related roles
- • Relevant certifications such as Agile/Scrum certifications are highly desirable
- • Strong understanding of IVR/IVA, CCaaS, customer experience, contact-center operations, and digital transformation
- • Ability to work effectively in a fast-paced Agile environment with multiple stakeholders and cross-functional teams
- • Strong ownership, attention to detail, collaboration, and ability to translate ambiguous business needs into clear, actionable requirements and measurable outcomes
- • Experience documenting features, epics, user stories, acceptance criteria, and backlog items in Azure DevOps
- • Experience with CCaaS platforms, CRM systems, conversational AI platforms, speech technologies, chatbot/voicebot solutions, or contact-center technologies
- • Knowledge of speech analytics, conversational analytics, IVR analytics, call containment, intent recognition, and customer-experience metrics
- • Excellent written and verbal communication skills with the ability to communicate effectively with both technical and non-technical stakeholders
- • Effective presentation, facilitation, stakeholder management, and interpersonal skills
- • Strong analytical, critical-thinking, problem-solving, and decision-making skills
- • Exposure to AI/ML, Generative AI, Natural Language Understanding (NLU), Natural Language Processing (NLP), speech recognition, and conversational AI is an advantage
- Master's degree preferred
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