CRM / Telephony / Conversational AI SME (BSA Consultant)

Position Overview

We are seeking a senior Business Systems Analyst (BSA) Consultant to serve as a functional Subject Matter Expert (SME) across CRM, Contact Center/Telephony, and Conversational AI/Bot platforms. In this role, you will lead end-to-end requirements discovery, translate complex business needs into actionable user stories, and define integration architectures linking front-end customer experience platforms with core backend systems.

The ideal candidate possesses deep functional experience in Contact Center modernization (CCaaS), omnichannel workflows, and API/data mapping, with preferred experience supporting State Government, Healthcare, Insurance, or Banking environments.

Key Responsibilities

• Requirements Discovery & Workshop Leadership: Facilitate end-to-end discovery sessions with business leaders, operations leads, technology teams, and client executives to capture functional and technical requirements.

• Requirements Traceability & Agile Deliverables: Author high-quality user stories, process flows, data flow diagrams, and acceptance criteria; maintain strict requirements traceability matrices throughout project lifecycles.

• Integration & Interface Mapping: Define technical integration requirements, API data mappings, middleware rules, and interface designs connecting CRM platforms, telephony engines, and conversational bot frameworks.

• Testing & UAT Leadership: Drive User Acceptance Testing (UAT) strategies, construct test scenarios, oversee defect triage, and lead business validation prior to production rollouts.

• Client SME & Stakeholder Management: Function as the primary client-facing functional SME, orchestrating status updates, risk mitigations, and alignment across onshore/offshore global delivery teams.

Required Qualifications & Technical Skills

• Core Experience: 7+ years of progressive Business Systems Analyst (BSA) experience, including 3+ years leading enterprise-scale Customer Experience (CX) or Contact Center transformation initiatives.

• Domain & Platform Depth: Proven experience delivering solutions within Contact Center, CRM, Telephony, or AI-enabled customer engagement platforms.

• Integration Acumen: Hands-on experience defining API specs, data integration requirements, system interface workflows, and middleware data mapping.

• Methodologies & Quality: Strong proficiency in Agile/Scrum and Waterfall delivery frameworks along with UAT execution leadership.

• Communication: Exceptional client-facing consulting, workshop facilitation, and executive stakeholder management skills.

Preferred Qualifications

• CCaaS & AI Ecosystems: Direct experience with platforms such as Genesys, NICE CXone, Amazon Connect, Five9, or Kore.ai.

• Domain Experience: Prior experience in State Government, Healthcare, Insurance, or Banking (highly regulated sectors).

• Certifications: Certified Business Analysis Professional (CBAP), PMI-PBA, or Agile certifications (CSM, SAFe POPM).

• Delivery Model: Demonstrated success working within global delivery models alongside distributed engineering teams.