Business Systems Analyst

We have an urgent need for a Business Systems Analyst Consultant who can act as the single functional SME "quarterback" owning requirements end-to-end across CRM, Telephony, and conversational AI/bots — ideally with State Government and Healthcare domain experience. Please see below the detailed job description and let me know for any additional questions.

 

Key Responsibilities:

 

- Lead requirements discovery across business, ops, tech, and client stakeholders for contact center, CRM, telephony, and AI-driven solutions

 

- Own requirements traceability; translate business needs into user stories, process flows, and acceptance criteria

 

- Define integration requirements across CRM, telephony, AI platforms, and enterprise systems (APIs, data mapping, interfaces)

 

- Support design/dev/implementation phases; lead UAT and business validation

 

- Serve as primary client-facing point of contact; run workshops and status reviews

 

 

Required:

 

- Bachelor's degree; 7+ years BA experience; 3+ years leading enterprise/CX transformation programs

 

- Hands-on with Contact Center, CRM, Telephony, or AI-enabled customer engagement solutions

 

- API/middleware integration requirements experience

 

- UAT leadership experience; Agile/Scrum/Waterfall exposure

 

- Super communication skills

 

 

Preferred:

 

- CCaaS/omnichannel platform experience

 

- Kore.ai, NICE CXone, Genesys, Amazon Connect, Five9, or similar

 

- State government or healthcare domain experience

 

- CBAP/PMI-PBA/Agile BA certifications

 

- Global delivery with direct client engagement