New

Business Systems Analyst Senior (IVR or Telephony Speciality)

Worldpay
United States, Ohio, Cincinnati
Jun 23, 2025
Job Description This position is not eligible for sponsorship including OPT, now or in the future. The level of this position will be determined based on the candidate's experience, qualifications, and performance during the interview process. We encourage applicants of varying expertise levels to apply, as final placement within the organization will be tailored to align with individual skills and capabilities. This role is located in our Cincinnati, OH office with 2 days/week required in office. Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day.When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day. We're looking for a Business Systems Analyst Senior (IVR or Telephony Specialty) to join our ever-evolving Service Excellence - Omnichannel Communications team to help us unleash the potential of every business. Are you ready to make your mark? Then you sound like a Worldpayer. About the team Product & Technology Development Our Product and Technology teams are the Worldpayers behind the game-changing products and digital experiences we're best known for. Striving for better, they never stand still - delivering impactful innovations that power transactions across the world. We are a highly skilled and collaborative team specializing in the development of Intelligent Voice Response (IVR) systems that enhance customer service through advanced automation and natural language technologies. Our work combines expertise in Natural Language Understanding and voice interface design to create scalable solutions that deliver efficient and intuitive user experiences. As part of our team, you will contribute to meaningful innovations that shape how businesses communicate with their customers. We value technical excellence, creative problem-solving, and a shared commitment to building systems that make a real impact. What you'll own We're looking for a Business Systems Analyst (BSA) with expertise in Interactive Voice Response (IVR) systems to join our team and help shape the future of our customer engagement platforms. Collaborate with stakeholders to gather and document business and user requirements for IVR systems. Translate requirements into clear, actionable functional specifications and user stories. Design and optimize IVR workflows, including call routing, voice prompts, and backend integrations. Participate in SAFe Agile ceremonies such as PI planning, sprint planning, Work estimation, and backlog grooming. Provide work estimation and support capacity planning for IVR-related features. Assist in triaging and resolving production issues, ensuring minimal disruption to customer service. Conduct user acceptance testing (UAT) and validate system performance against business goals. Continuously monitor IVR performance and recommend improvements. Analyze IVR Data to improve natural language processing and maximizing IVR Effectiveness What you bring 5+ years of experience in Contact Center or Operations group, preferably of the Financial Institute or Fintech Industry 5+ years of experience working directly with stakeholders and/or product management groups. 5+ years of demonstrated business systems analysis experience. A bachelor's in computer science or information systems or equivalent experience - Master's degree is desirable. Candidates must meet at least two of the above-listed qualifications to be considered. Added bonus if you have: Experience in Callflow Development Experience in Data Analysis SAFe certification (e.g., SAFe Agilist, SAFe Practitioner). Experience with Agile tools like Jira, Rally, or Azure DevOps. Knowledge of customer journey mapping and voice UX/UI design. What makes a Worldpayer What makes a Worldpayer? It's simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We're dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we're determined, always staying open - winning and failing as one. Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career. #LI-AD1 Privacy Statement Worldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice. EEOC Statement Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here. If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired. Sourcing Model Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.