Senior Business Analyst - Healthcare (Conversational AI / IVR)

About Lumen Solutions Group Inc.

Lumen Solutions Group Inc. is a technology consulting Services company based in Florida. We provide a wide array of experienced business and IT professionals supporting clients from solution design to implementation and support. We specialize in professional IT consulting services, IT Staffing, Business/IT Strategy, Business Process Blueprints, Enterprise Architecture, and Enterprise Transformation.

Role: Senior Business Analyst - Healthcare (Conversational AI / IVR)

Location: Reston, VA (Remote)

Job Type: Contract

Job Summary:

We are seeking an experienced Senior Business Analyst to support a strategic, cross-functional initiative focused on enhancing the IVR (Interactive Voice Response) experience for health plan members. This role will drive automation, self-service capabilities, and conversational AI solutions to improve customer experience and operational efficiency.

Key Responsibilities

• Gather, analyze, and document business, functional, and non-functional requirements.
• Translate requirements into user stories, use cases, and functional specifications.
• Perform gap analysis, impact analysis, and ensure alignment with business goals.
• Act as a liaison between business, product, development, and QA teams.
• Lead stakeholder discussions, workshops, and requirement sessions.
• Analyze IVR call flows and customer journeys to improve self-service & containment rates.
• Define requirements for Conversational AI / NLP solutions (Kore.ai preferred).
• Participate in Agile ceremonies and support UAT, defect tracking, and releases.
• Create and maintain BRDs, process flows, user stories, and data models.
• Track project status, risks, and issues, and drive resolution.

Required Skills & Qualifications

• 5+ years of Business Analysis experience.
• Healthcare Insurance domain expertise (mandatory).
• Hands-on experience with Conversational AI / NLP solutions.
• Strong BA fundamentals: requirements gathering, process mapping, UAT.
• Experience with IVR systems and call flow analysis.
• Proficiency in JIRA and Confluence.
• Strong analytical, problem-solving, and communication skills.
• Experience working in Agile environments.

Lumen Solutions Group Inc is an equal opportunity employer. All qualified applicants will be considered for employment without regard to any legally protected status.