Technical Business Analyst - Telecom & Conversational AI

Job Title: Technical Business Analyst - Telecom & Conversational AI Location: Charlotte, NC 28202 Work Arrangement: Onsite Employment Type: Contract Duration: 4 months Domain: Telecom & Customer Experience (Conversational AI) Pay Rate: $49.96/hr W2 | $60.20/hr C2C Application Deadline: September 7, 2026 SKILLS REQUIRED Primary (Must-Have): • Requirements Gathering & Process Mapping | Google Dialogflow (CX/ES) | IVR Systems & Call Routing Logic • Genesys Cloud CX & Telecom OSS/BSS | SQL & Data Analysis Secondary (Good to Have): • CBAP or Dialogflow CX Certification | JIRA & TestRail | Customer Retention & Churn Management POSITION OVERVIEW Seeking a Technical Business Analyst to drive the Telecom & Conversational AI department, reporting directly to the Director of Customer Experience Solutions. The ideal candidate will solve complex integration challenges by bridging business requirements and technical solution delivery across telecom platforms and AI-driven contact center solutions. ROLES & RESPONSIBILITIES • Gather and document business requirements across customer service, retention, billing, provisioning, and telecom operations. • Translate requirements into functional specifications, user stories, process flows, and acceptance criteria. • Analyze and document IVR call flows, routing logic, and conversational AI journeys using Dialogflow CX. • Define integration requirements across CRM, billing, OSS/BSS, Genesys Cloud CX, and other enterprise systems. • Support UAT activities, test case creation, defect management, and requirements traceability while collaborating with engineering teams. BENEFITS Medical | Dental | Vision | 401(k)