IVR Technical Analyst/Business Analyst
Zensar Technologies (company site, opens in a new tab)3+ yrsOn-siteDirect career pageEst. 4.5–8 LPA
Posted 3d ago
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Job description
Structured overview of role & requirements
About This Role
- Define and create functional requirements for IVR systems based on business, client, and end-user needs.
- Conduct complex IVR and ACD testing including smoke testing, system integration testing, and regression testing for speech and DTMF interfaces.
- Analyze system log files and provide remote system support to troubleshoot and validate IVR and contact center solutions.
Minimum Requirements
- Minimum 3 years of relevant experience in IVR or contact center environments.
- Proven ability to communicate technical requirements and expected outcomes with engineering teams.
- Familiarity with voice components, IVR call flows, automation, and self-service systems.
- Experience in IVR and complex ACD testing methodologies including speech and DTMF.
Ideal Candidate Profile
- Experienced in bridging business needs and technical implementation specifically in IVR and contact center solutions.
- Skilled in analyzing system logs and providing remote troubleshooting support for voice systems.
- Competent in detailed testing procedures ensuring quality delivery of voice automation and call routing functionalities.