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.
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