Director, Infrastructure (Contact Center Business Analyst)

📋 Description Bridge between business stakeholders and technical teams to translate complex requirements into Optimize data connectivity and improve business processes across enterprise applications. Collaborate with customers to understand issues and translate needs into functional specifications. Work with PM and Development teams to implement IVR design specifications. Design IVR caller experience for DTMF and speech-enabled applications. Design speech UI, including call flow, dialogs, prompts, and grammars to match requirements. 🎯 Requirements 5+ years IVR Voice User Interface design for conversational speech recognition and self-service Experience across multiple Contact Center technologies: IVR, speech, Chat, CTI, Routing, Outbound Proven ability to write VUI design specs with error handling and universal help. Experience on full lifecycle development projects from concept to delivery. Experience creating complex call flows with data-driven interactions and multi-channel routing Ability to design call steering and self-serve applications; strong analytical and problem-solving 🎁 Benefits All your information will be kept confidential according to EEO guidelines.