CIAM Business Analyst – Phone Channel/IVR

About the role

Customer Identity and Access Management, phone channel authentication, and IVR solutions.

Requirements

• 8–10 Years experience
• Strong experience in Customer Identity and Access Management (CIAM).
• Hands-on business analysis experience with phone channels and Interactive Voice Response (IVR).
• Expertise in customer authentication, identity verification, and authentication journey mapping.
• Knowledge of fraud prevention, risk-based authentication, and customer security workflows.
• Proven experience in business requirements gathering, user stories, and acceptance criteria.
• Familiarity with contact center technologies and customer authentication processes.
• Strong Agile methodology, stakeholder management, and cross-functional collaboration skills.
• Preferred Technologies: Transmit Security, Ping Identity, Okta, ForgeRock, and Microsoft Azure External ID.
• Work Authorization: H-1B, Green Card (GC), and U.S. Citizens (USC) accepted
• We are specifically looking for business-facing CIAM Business Analysts with genuine phone channel / IVR and customer authentication experience.
• Generic IAM Business Analyst profiles without relevant phone channel expertise will not be a fit.

Location

• Pittsburgh, PA
• Strongsville, OH
• Birmingham, AL
• Dallas, TX
• Phoenix, AZ
• Aurora, CO