Job Description
Job Title: Technical Business System Analyst – IVR / Telecom
Location: Brampton, ON
Time Zone: EST
Employment Type: Contract
Job Summary
We are seeking an experienced Technical Business System Analyst (TBSA) with strong expertise in IVR systems and telecom processes. The ideal candidate will bring 6–8 years of experience in business systems analysis, with hands‑on involvement in IVR design, configuration, and optimization. This role requires close collaboration with business stakeholders, product teams, vendors, and delivery teams to design and enhance customer interaction experiences while ensuring operational efficiency and business alignment.
Key Responsibilities
- Support IVR solution design and enhancement initiatives based on business requirements and customer experience objectives.
- Configure and maintain IVR call flows, menus, prompts, and routing logic.
- Develop and cu...