Core Java developer

We are seeking a Business Analyst with strong experience in AI-driven, agentic, and conversational technologies within the contact center space. The ideal candidate has hands‑on expertise redesigning IVR systems, implementing AI-enabled self‑service, and driving process optimization across omni‑channel customer engagement platforms

• Analyze and evaluate business processes, identify gaps, and define requirements to ensure strategic alignment and operational efficiency.
• Translate business needs into actionable insights using business intelligence and analytics to support decision‑making.
• Lead ongoing process reviews and develop optimization strategies to streamline workflows and improve customer experiences.
• Design and implement data governance, data management, and data quality standards across contact center operations.
• Model and re‑engineer business processes for Interactive Voice Response (IVR) systems, implementing effective AI‑powered solutions.
• Collaborate with cross‑functional teams to drive continuous improvement and maintain operational excellence.

• Proven experience redesigning IVR systems (especially AI‑enabled self‑service on the voice channel).
• Hands‑on experience leveraging AI / agentic / conversational technologies within contact center platforms.
• Experience working within an AGILE development environment.
• Strong analytical skills and proficiency in conceptual and logical data modeling.
• BA/BS in Computer Science, Information Systems, Information Management, Systems Design, or a related field.
• Ability to manage complex, multi‑team initiatives in a fast‑paced environment.
• Excellent communication, documentation, stakeholder engagement, and leadership skills.

• Deep knowledge of insurance industry financial engines, processes, or regulatory requirements.
• Experience working with SQL, databases, and analytical/reporting tools such as Power BI or Tableau.
• Hands‑on experience with Omni‑Channel Orchestration & Routing solutions.
• Experience with Genesys Cloud CX or other enterprise‑grade contact center platforms.