Remote-IVR Technical Business Analyst / Conversational AI

IVR Technical Business Analyst / Conversational AI

Location: 100% Remote (MST)
Duration: 12-Month Contract (Potential Extensions/Conversion)

Note: This is a technically focused IVR Business Analyst position, not a traditional Business Analyst role. Looking for candidates with hands-on IVR call-flow analysis, NLP/conversational AI, telephony routing, API troubleshooting, and Splunk experience. Candidates with only general contact center or business analysis experience may not be technical enough.

Must-Have Qualifications

• Strong experience with end-to-end IVR architecture, call flows, caller authentication, routing logic, agent handoffs, and self-service functionality.
• Hands-on knowledge of Conversational AI, Natural Language Processing (NLP), and conversational design, including intents, utterances, recognition behavior, and customer journeys.
• Solid understanding of telephony systems, call routing tables, business rules, customer variables, and routing decision logic.
• Experience with APIs and system integrations, including troubleshooting dependencies between IVR platforms and downstream applications.
• Proficiency with Splunk or similar production monitoring tools to analyze call behavior, investigate defects, and troubleshoot customer-impacting issues.
• Ability to translate business requirements into technical IVR specifications, user stories, acceptance criteria, and call-flow documentation.
• Experience leading technical refinement sessions with development teams to ensure requirements and stories are complete and ready for implementation.
• Strong analytical, troubleshooting, communication, and cross-functional collaboration skills.

Key Responsibilities

• Analyze, document, and optimize IVR call flows, conversational experiences, and routing logic.
• Partner with business stakeholders, developers, and telephony teams to define technical requirements.
• Investigate production issues involving call routing, NLP recognition, APIs, and downstream integrations.
• Support cloud-based IVR modernization, automation, and self-service enhancements.
• Facilitate technical discussions, identify dependencies, and ensure development readiness.
• Improve caller experience through effective routing, authentication, and conversational AI capabilities.

Preferred: Experience with cloud-based contact center platforms and IVR solutions supporting insurance claims, billing, or payment workflows.

Interested candidates may submit their resumes online or call at 310-906-4780 for further information regarding the position.

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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Company Profile:

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.

Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com.

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

We look forward to working with you.

Beacon Hill. Employing the Future™