Business Analyst Position Available In Mecklenburg, North Carolina
Tallo's Job Summary: The Business Analyst position in North Carolina, Charlotte, entails supporting conversational platforms like IVR and chatbots, focusing on improving call center practices using AI. Responsibilities include managing voice bots, gathering requirements, collaborating with stakeholders, conducting UAT testing, and analyzing SQL scripts. Requirements include 3-5 years of BA experience, IVR/chatbot expertise, Spanish fluency, UAT testing skills, SQL proficiency, and Visio knowledge.
Job Description
Business Analyst North Carolina, Charlotte 04/21/2025 Contract Active
Job Description:
Job Summary:
We are seeking a Bilingual Business Analyst to support conversational platforms, including IVR and chatbots, within a Customer Experience Team. This role focuses on improving call center practices by leveraging AI to enhance predictive calling and overall customer interaction. The successful candidate will own and manage voice bots, particularly those using DTMF (dual tone multi frequency) and Spanish language capabilities, while ensuring seamless experiences through documentation, stakeholder collaboration, and user acceptance testing (UAT).
Key Responsibilities:
Serve as a BA/PO to own assigned IVR/chatbot platforms, with a focus on Spanish-language and DTMF experiences.
Gather and document requirements from cross-functional stakeholders.
Create user stories, process flows, and customer journey maps using tools like Visio.
Collaborate with designers and developers to create intuitive customer experiences.
Conduct UAT testing, write test scripts, and ensure platforms perform as designed.
Analyze prewritten SQL scripts to extract data supporting business requirements and UAT outcomes.
Identify and communicate bugs or deviations in experience to ensure alignment with stakeholder expectations.
Act as a customer advocate by supporting initiatives that improve resolution time and customer satisfaction.
Top Requirements:
3-5 years of Business Analyst experience
IVR or chatbot experience (conversational platforms)
Fluent in Spanish (written and verbal)
Hands-on UAT testing experience with the ability to write test scripts
Proficient with SQL – able to use prewritten scripts to pull and analyze data
Strong documentation and process modeling skills with
Visio Nice-to-Have Skills:
Experience working with Chalk pages for bot development
Familiarity with JIRA for issue tracking and task management
Ideal Candidate Traits:
Customer-first mindset with a focus on enhancing the end-user experience
Detail-oriented and analytical with excellent communication skills
Ability to work across teams and advocate for the voice of the customer
Comfortable managing deliverables and collaborating in an Agile environment
