TalentBridge is hiring: Business Analyst in Charlotte
TalentBridge, Charlotte, NC, United States, 28245
Job Title:Business Analyst
Location: Charlotte, NC (Hybrid)
Max Pay rate: $54/hour
Job type: Contract
We are seeking a Contact Center Business Analyst to join our Intelligent Voice Assistant (IVA) and Call Routing product team within the Contact Center Technology space. This role focuses on understanding complex call center business problems and converting them into actionable technical requirements to improve customer experience and operational efficiency.
Key Responsibilities:Act as liaison between business stakeholders and technology partners to define, refine, and document requirements for IVR, IVA, and routing solutions
Translate contact center user stories into clear technical specs and epics using Agile methodology
Support backlog grooming, sprint planning, and ensure smooth execution of CCaaS initiatives
Analyze existing voice/chat workflows, identify optimization opportunities, and support testing and deployment
Utilize SQL and other analytical tools for data extraction and insights to support product strategy
Collaborate cross-functionally with architecture, product owners, QA, and operations teams
Assist in preparing executive reports and solution recommendations
4+ years of Business Analysis or Business Systems experience
Experience working with Contact Center Technologies, including IVR, IVA, and routing platforms (Genesys, Dialogflow CX, Nuance, etc.)
Proven experience in Agile environments with user story writing and backlog management
Strong verbal and written communication skills; ability to explain technical processes to non-technical stakeholders
Familiarity with financial products (cards, lending, banking) is a plus
Ability to write basic SQL queries and analyze large datasets
Experience supporting contact center operations or product owners
Knowledge of CX mapping, speech analytics, or conversation design
Experience working across geographically distributed teams
Familiarity with Jira, Confluence, and Agile project tracking tools