Business Analyst IVR Systems / Call Flow Design (US CITIZEN ONLY) (Charlotte)

5+ years of experience as a Business Analyst, preferably in contact center or telecom domains Strong hands-on experience in Call Flow Design / IVR systems Experience working with contact center platforms (Genesys, Avaya, Cisco, NICE, Twilio, etc.) Strong understanding of customer journeys, call routing logic, and self-service design Experience with UML diagrams, flowcharts, and process modeling tools Excellent communication and stakeholder management skills