CIAM Business Analyst (Phone Channel / IVR)

Project overview

Job Title: CIAM Business Analyst (Phone Channel / IVR)

Responsibilities

Gather, analyze, and document business and functional requirements for phone channel authentication initiatives.

Map current-state and future-state authentication journeys across IVR and agent-assisted channels.

Support the implementation of CIAM capabilities, including risk-based authentication, device intelligence, voice intelligence, and step-up authentication.

Collaborate with Contact Center Operations, Fraud, Security, Architecture, and Engineering teams to ensure solutions align with business objectives and security standards.

Develop user stories, process flows, business requirements, use cases, and acceptance criteria to support Agile delivery teams.

Analyze authentication performance, fraud trends, and customer experience metrics to identify improvement opportunities.

Support testing, validation, and production readiness activities for CIAM enhancements and integrations.

Facilitate discussions among stakeholders to drive alignment, resolve issues, and ensure successful delivery.

Prepare project documentation, status updates, and executive communications as needed.

Project details

PA - Pittsburgh, OH - Strongsville, AL - Birmingham, TX - Dallas, AZ - Phoenix, CO - Aurora (Onsite)

Long Term Contract

Required Skills:

3+ years of Business Analyst experience in CIAM, Identity & Access Management, Fraud Prevention, Authentication, Contact Center, or related technologies.

Experience gathering and documenting business, functional, and technical requirements.

Strong understanding of customer authentication, identity verification, and fraud mitigation principles.

Experience creating process flows, user stories, business requirements documents, and acceptance criteria.

Familiarity with IVR platforms, contact center technologies, and Agile delivery methodologies.

Excellent communication, analytical, problem-solving, and stakeholder management skills.

• Start: flexible
• Duration: 12 Months
• Remote: onsite
• Location: Pittsburgh, PA, US, US

Source notes

We represent Logisoft Technologies, Inc. with pride; We present ourselves as a premiere Technology, Consulting, Product Development, and Software Services Company.

Our Head Office is located in South Plainfield, NJ, and Our Offices location is in Hyderabad, INDIA & Accra, GHANA.

We are Microsoft Official Partners - A Microsoft Certified Partner that helps customers with a range of IT projects and specific IT solutions.

We started our journey in the year 2008. In the past 16+ years, we have acquired the trust of many IT market leaders.

LOGISOFT Technologies is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of age, sex, sexual orientation, race, color, creed, national origin, ancestry, disability, marital status, or any other legally protected basis under federal, state or local law.

Interested candidates can apply directly to this posting or they can reach

Job Facts: Contract Corp To Corp | Contract Independent | Contract W2 | 12 Months | Able to Sponsor | On-site | Depends on Experience

Skills: CIAM, Fraud Prevention, Authentication, Contact Center, IVR

Reference: Dice Id: 10506774 | Position Id: LS_CIAMB_PA