Our Client, an IT Services and Consultant company, is looking for a Technical Business Analyst for their Charlotte, NC location. Responsibilities:

+ Gather and document business requirements from retention/CX stakeholders (save-desk workflows, offer eligibility rules, escalation paths)

+ Translate requirements into detailed functional specs, user stories, and acceptance criteria for the engineering team

+ Map current-state IVR call flows and future-state conversational flows; identify where legacy IVR logic (menus, DTMF, routing rules) needs to be re-platformed or integrated into the Dialogflow CX agent

+ Design and document Dialogflow CX flows, pages, intents, entities, and route groups, working closely with conversational designers and engineers

+ Define data requirements and integration specs between the CCAI/Dialogflow CX agent and CRM, billing, telephony (Genesys Cloud CX IVR), and offer-management systems

+ Support ...