Job Description & Details
This is a specialized Business Analyst role focused on tightening up customer authentication and fraud prevention specifically for phone and IVR channels. You'll be sitting at the intersection of contact center operations, security, and agile engineering teams to map out how customers prove who they are over the phone. If you enjoy untangling legacy telephony workflows and designing modern, risk-based voice authentication strategies, this long-term contract is worth a hard look.
What You'll Actually Be Doing
You'll spend your days dissecting customer journeys across IVR systems and agent-assisted calls to figure out where fraud leaks happen and where legitimate customers get unnecessarily frustrated. Your core deliverables will include writing crisp user stories, mapping out current and future state process flows, and hammering out acceptance criteria for dev teams. Expect to herd cats across multiple cross-functional stakeholders—from fraud and security to product and engineering—making sure everyone is aligned on how voice intelligence and step-up authentication should actually behave in production.
The Core Tech Stack
You need a solid foundation in Customer Identity and Access Management (CIAM) and Identity & Access Management principles, but the real differentiator here is your domain expertise in contact center technologies, IVR platforms, and fraud mitigation. You won't be writing code, but you must intimately understand risk-based authentication, device intelligence, and voice biometrics well enough to translate complex security requirements into actionable backlogs for Agile teams.
Interview Expectations
When they drill into your background, expect them to test your ability to handle ambiguous security requirements by asking you to walk through a time you translated high-level fraud prevention goals into concrete user stories for an IVR system. The hiring manager is secretly evaluating whether you can push back on unrealistic stakeholder demands without stalling the project. They'll also likely ask how you handle conflicting priorities between aggressive contact center operational timelines and rigorous security compliance standards.
Application Advice
To get past the ATS, your resume needs to explicitly feature keywords like 'CIAM', 'IVR platforms', 'user stories', 'process flows', and 'fraud mitigation'. Don't just list generic BA duties; highlight specific instances where you documented authentication workflows for phone channels or contact centers. Frame your bullet points around how you successfully bridged the gap between business stakeholders and technical engineering squads.