Job Description

IVR Business Analyst

Optomi, in partnership with a leader in the energy industry, is seeking a motivated and detail-oriented IVR Analyst (Technical Voice Analyst) to join their Customer Contact Center operations. This role supports the management, improvement, and daily monitoring of the Interactive Voice Response (IVR) system, which handles over 1415 million calls annually and is essential to delivering high-quality customer service.

As part of the Voice Response Technology group, the ideal candidate will act as a bridge between stakeholders, vendors, and IT, ensuring IVR performance aligns with business strategy. This position offers a highly collaborative environment, working closely with call center teams, reporting groups, and vendors to identify issues, improve processes, and support change management initiatives.

Key Responsibilities:

• Monitor and analyze daily call logs to detect and resolve issues or errors.
• Support initiatives for IVR applications, including enhancements, improvements, and testing.
• Collaborate with call center and IT teams to ensure call routing processes run smoothly.
• Develop, document, and execute test cases; support regression testing prior to production releases.
• Participate in business sessions to gather requirements, identify improvements, and design IVR flows.
• Work with vendors to support IVR enhancements and maintain system documentation.
• Track system performance, conduct QA monitoring, and support benchmarking initiatives.
• Assist in releases (monthly, after-hours) in partnership with IT and business stakeholders.
• Support business continuity and storm response as needed.
• Promote a positive, collaborative, and safety-first work environment.

Must-Have Skills

• Genesys experience.
• Local to Charlotte with ability to work hybrid and onsite as needed.
• Strong analytical skills with ability to think critically and problem-solve.
• Microsoft Office proficiency (Word, Excel, Outlook, etc.).
• Ability to build test cases and support regression testing.
• Strong interpersonal, communication, and presentation skills.
• Initiative-driven with willingness to learn and adapt in a fast-paced environment.

Nice-to-Have Skills

• Bilingual (Spanish & English) strongly preferred.
• Customer service experience in a call center or telecom environment.
• Familiarity with IVR design, flow documentation (Visio or similar), and business process analysis.
• Experience working with vendors and managing requirements.
• Exposure to AI or IVR modernization initiatives.

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