Business Systems Analyst Consultant

Location: 100% Remote
Experience: 7+ Years

Job Overview

We are looking for an experienced Business Systems Analyst Consultant who can serve as the single functional SME and own requirements end-to-end across CRM, Telephony, Contact Center, and Conversational AI/Bot solutions. State Government and Healthcare domain experience is highly preferred.

Key Responsibilities

• Lead requirements discovery across business, operations, technology, and client stakeholders.

• Own requirements traceability and translate business needs into user stories, process flows, and acceptance criteria.

• Define integration requirements across CRM, telephony, AI platforms, and enterprise systems.

• Document APIs, data mappings, interfaces, and middleware integration requirements.

• Support solution design, development, testing, and implementation phases.

• Lead UAT planning, coordination, execution, and business validation.

• Serve as the primary client-facing functional point of contact.

• Conduct requirements workshops, stakeholder meetings, and status reviews.

• Collaborate with cross-functional teams to ensure requirements are clearly understood and delivered.

Required Qualifications

• Bachelor's degree or equivalent experience.

• 7+ years of Business Analyst experience.

• 3+ years leading enterprise or Customer Experience (CX) transformation programs.

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

• Strong experience gathering and documenting API/middleware integration requirements.

• Experience leading UAT and business validation.

• Experience working in Agile, Scrum, and/or Waterfall environments.

• Excellent written, verbal, presentation, and stakeholder communication skills.

Preferred Qualifications

• Experience with CCaaS / Omnichannel platforms.

• Experience with Kore.ai, NICE CXone, Genesys, Amazon Connect, Five9, or similar platforms.

• State Government or Healthcare domain experience.

• CBAP, PMI-PBA, Agile BA, or related certification.

• Experience with global delivery teams and direct client engagement.