Job Description
Act as the primary BSA supporting an enterprise IVR cloud migration initiative
Gather and document business, functional, and non-functional requirements related to IVR, call flows, routing logic, and integrations
Partner with business stakeholders, product owners, and contact center teams to translate current-state IVR processes into future-state cloud solutions
Create detailed artifacts including BRDs, FRDs, process flows, call flow diagrams, and use cases
Work closely with engineering and vendor teams to clarify requirements and support solution design
Support data mapping and migration activities related to IVR configurations and integrations
Participate in sprint ceremonies and support Agile delivery teams
Lead UAT planning and execution, including test scenarios, scripts, and defect tracking
Support cutover and post-migration stabilization activities

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