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Technical Business Analyst
Data & Analytics
Stamford, Connecticut, 06902
Contract
Ref.: 142852
Job Summary
Our client, a leading telecommunications provider, is seeking a Technical Business Analyst to join their team. In this role, you will lead customer journey analysis and requirements definition for high-impact merger and integration initiatives across Conversational IVR and Intelligent Virtual Assistant (IVA) platforms.
Core Responsibilities
At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice.
Marketing Disclosure
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from KellyMitchell and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.careers.kellymitchell.com/privacy-policy
[142852]
Our client, a leading telecommunications provider, is seeking a Technical Business Analyst to join their team. In this role, you will lead customer journey analysis and requirements definition for high-impact merger and integration initiatives across Conversational IVR and Intelligent Virtual Assistant (IVA) platforms.
Core Responsibilities
- Review, analyze, and dissect end-to-end Customer Experience (CX) flows between Conversational IVR and IVA systems across merging platforms
- Conduct comprehensive gap assessments and build structured cross-platform capability matrices to align multi-system user journeys
- Translate business needs and gap analyses into a clear, phased integration program plan
- Draft clean, comprehensive, and defensible Business Requirements Documents (BRDs) and functional specifications
- Lead CX discovery sessions and stakeholder workshops with cross-functional business, engineering, and vendor teams
- Identify, document, and track system issues while clearly articulating technical trade-offs to leadership
- 5+ years of experience as a Business Analyst, Technical BA, or Product Analyst focused on Digital IVR and IVA platforms
- Proven track record in CX journey analysis, cross-system gap assessments, and business requirements definition
- Hands-on experience designing, implementing, or supporting enterprise Conversational IVR and AI-driven virtual assistant solutions
- Strong technical acumen, including solid SQL skills and exposure to GenAI/LLM technologies
- Ability to independently dissect complex systems, work without hand-holding, and translate customer interactions into structured technical deliverables
- Direct experience supporting technology integrations, gap analyses, or platform unifications during corporate mergers/acquisitions (pre-, during, or post-merger)
- Experience with enterprise conversational AI platforms and vendors (e.g., ASAPP, Nuance, Genesys, Kore.ai)
- Background working within large-scale telecommunications or cable enterprise environments
- Strong understanding of conversational AI flow mapping, NLU/NLP models, and omnichannel routing
- Driven self-starter who can dissect flows, document cleanly, and move projects forward without micromanagement
- Exceptional ability to build structured gap matrices and break down complex multi-system dependencies
- Able to articulate technical trade-offs, align cross-functional teams, and present clear options to leadership
- Pragmatic approach to resolving architectural and process friction during system integrations
- Location: Stamford, CT
- Work Schedule: Hybrid (4 days onsite, 1 day remote)
- Contract
- Pay Range: The approximate pay range for this position is $33.00 and $48.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.
- Medical, Dental, & Vision Insurance Plans
- Employee-Owned Profit Sharing (ESOP)
- 401K offered
At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice.
Marketing Disclosure
By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from KellyMitchell and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.careers.kellymitchell.com/privacy-policy
[142852]
