Business Systems Analyst (IVR)

Hybrid, in either Newark or Ft. Wash.

Job Description:

Our financial services client is seeking a highly skilled and experienced Business Systems 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.

Experience:

• 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.

Send resumes to [email protected]