Project Manager & Business Process Analyst (IVR, NICE, and Genesys)

Project Manager & Business Process Analyst (IVR, NICE, and Genesys)

Responsibilities

Project Management

• Lead and coordinate projects involving IVR enhancements, AI agent conversation flows, self-service website updates, and service center process improvements.
• Develop project plans, define timelines, establish milestones, and monitor deliverables to ensure projects are completed within agreed schedules and scope.
• Coordinate cross-functional teams, including business stakeholders, IT, developers, and service center operations, to ensure alignment throughout the project lifecycle.
• Track project progress, manage dependencies, identify potential risks and issues, and drive timely resolution of project blockers.
• Facilitate project meetings, stakeholder discussions, and status reporting, ensuring clear communication of progress, action items, and key decisions.
• Oversee change management, implementation, and rollout activities, ensuring smooth deployment and adoption of system and process enhancements.

Business Process Analysis (IVR, NICE, and Genesys)

• Gather, analyze, and document business requirements, functional specifications, and process workflows for IVR scripts, NICE and Genesys platforms, AI agent conversation flows, and self-service solutions.
• Assess existing business processes and identify gaps, inefficiencies, and opportunities for process optimization and automation.
• Translate business requirements into functional specifications and actionable requirements for technical and development teams.
• Develop, update, and maintain IVR scripts, process documentation, workflows, and operational procedures.
• Coordinate and execute User Acceptance Testing (UAT) to validate system enhancements against business requirements and expected outcomes.
• Create and maintain test scenarios, test scripts, acceptance criteria, expected results, defect logs, and retest documentation.
• Validate proposed system changes and enhancements to ensure alignment with business needs, operational requirements, and service delivery objectives.
• Develop process documentation, training materials, and FAQs to support system updates, process changes, and operational transitions.

Requirements

• 3–5 years of relevant experience in Project Management, Business Process Analysis, Business Analysis, or related roles.
• Hands-on experience or strong exposure to IVR script updates and maintenance, preferably using NICE and Genesys platforms.
• Experience in service center operations and familiarity with contact center technologies and customer interaction workflows.
• Proven experience in project coordination, planning, milestone tracking, stakeholder management, and implementation activities.
• Background in requirements gathering, process mapping, functional documentation, UAT coordination, and change management.
• Strong understanding of business process improvement and the ability to translate operational requirements into functional solutions.
• Excellent stakeholder management, written and verbal communication, and presentation skills.
• Ability to manage multiple projects and priorities while ensuring timely delivery of commitments.
• Strong analytical, critical-thinking, organizational, and problem-solving skills.
• Ability to work independently with minimal supervision and ramp-up time.