Business Systems Analyst (IT): III (Senior)
Brooksource
Dice Job Match Score™
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Job Details
Skills
- Business Systems
- Quality Assurance
- Writing
- Test Plans
- Requirements Elicitation
- User Stories
- Process Flow
- API
- RAID
- Acceptance Testing
- Collaboration
- Service Level
- Business Analysis
- QA Management
- Test Strategy
- Snow Flake Schema
- SQL
- Extract
- Transform
- Load
- Reporting
- Tableau
- Microsoft Excel
- Microsoft Power BI
- Interactive Voice Response
- Routing
- Optimization
- Analytics
- Communication
- Management
- Leadership
- Auditing
- Analytical Skill
- Artificial Intelligence
- Testing
- Genesys
- Cloud Computing
- System Testing
- ServiceNow
- Banking
- Fraud
- Insurance
- Finance
- SAP BASIS
- Military
- FSA
- Financial Services
- Legal
- Coaching
- Market Analysis
- Law
Summary
Remote Role
Contract
Compensation: $45-52/hr
ABOUT THE ROLE
Our client is seeking a Senior Business Systems Analyst and Testing Lead to support their Agentic AI contact center program, integrating AI agents into the Genesys contact center platform. This highly visible, remote contract role involves end-to-end ownership of requirements gathering and test strategy, collaborating with cross-functional teams including Product, Architecture, Fraud, and AI vendors. The position splits responsibilities between business systems analysis and quality assurance leadership, including running requirements sessions, writing user stories and acceptance criteria, developing and executing test plans, managing defect triage, and supporting user acceptance testing and production validation. The ideal candidate will have over five years of combined BSA and QA lead experience, advanced skills in data platforms and reporting tools, deep knowledge of contact center technologies, and strong communication, organizational, and analytical abilities. Experience with conversational AI, Genesys Cloud, voice system testing, ServiceNow, and banking or fraud domains is a plus.
WHAT YOU'LL DO
- Lead requirements gathering sessions with contact center and fraud stakeholders
- Document user stories, acceptance criteria, and process flows for AI agent integration
- Develop and execute comprehensive test strategies and plans for AI agents and contact center systems, ensuring correct behavior, proper handoffs, and API integration
- Log, triage, and track defects with vendors; maintain the RAID log
- Coordinate and support User Acceptance Testing (UAT), runbook creation, and production validation as launches approach
- Collaborate with Product, Architecture, Fraud, and AI vendor teams to ensure alignment and delivery
- Utilize advanced data platforms (e.g., Snowflake, SQL, ETL frameworks) and reporting tools (e.g., Tableau, Power BI, Excel) for analysis and reporting
- Communicate risks, issues, and project status to stakeholders at all organizational levels
- Prioritize and manage multiple workstreams, ensuring timely delivery within service level agreements (SLAs) under pressure
- Demonstrate professional presence and credibility with leadership, Risk, Audit, IT, and business partners
- 5+ years of combined BSA/QA lead experience, including ownership of both requirements and test strategy (pure BSAs or testers without dual experience will struggle)
- Advanced proficiency with data platforms such as Snowflake, SQL, and ETL frameworks
- Advanced skills in reporting tools including Tableau, Excel, and Power BI
- Strong understanding of contact center technologies, preferably Genesys, including IVR, call routing, workforce optimization, and customer journey analytics
- Excellent verbal and written communication skills; able to explain risks and issues to all organizational levels
- Strong organizational and execution skills; able to manage time, planning, and tracking, prioritize multiple workstreams, and deliver within SLAs under pressure
- Professional presence with credibility among leadership, Risk, Audit, IT, and business partners
- Demonstrated aptitude in both business and technology; self-motivated, analytical, a problem-solver, and willing to learn
- Experience with conversational AI, LLM, or virtual agent testing (preferred)
- Experience with Genesys Cloud and voice system testing (preferred)
- Familiarity with ServiceNow and/or banking or fraud domain (a plus)
- Competitive medical, dental, and vision coverage
- Health Savings Account and Dependent Care FSA options
- Supplemental insurance coverage to fit your needs
- 401k plan with company match and full vesting upon eligibility
- Paid time off, sick time, and paid company holidays
- Employee Assistance Program (EAP) offering virtual counseling, financial and legal services, life coaching, and more
EEO Statement:
Brooksource is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.
Benefits & Perks
Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee's needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.
Pay Disclaimer:
The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
- Dice Id: 10110651
- Position Id: a1Wcv000001624zEAA
- Posted 15 hours ago
Company Info
Here at Brooksource, relationships are at the center of everything we do. Since 2000, we have established and maintained long-lasting relationships with our clients and consultants to create an unparalleled experience. Brooksource is a trusted services provider that specializes in delivering Engineering and IT solutions for Fortune 500 organizations through Experience-Driven Staffing, Professional Services, and Elevate, our Workforce Transformation program. As a certified partner for Salesforce, AWS, Microsoft, Google Cloud, and many other technology alliances, we are looking for professionals who want to be on the frontline of the latest trends in the industry.
We offer contract, contract-to-hire, and direct placement consultant opportunities, to provide a career path that can meet anyone's desires. The job search is hard, but you don’t have to do it alone! We know a successful partnership requires a good fit. Your personality, experience, and skill set are all important, contributing factors to that partnership. You can count on us to take the time to understand the type of technical and cultural fit that is right for you. As a Brooksource consultant, you will be provided with a comprehensive benefits plan, competitive compensation, and even paid time off!
Cyber Security Warning: Please be aware that all official Brooksource communications will ONLY come from emails displayed as [name]@brooksource.com. The use of any other domains is NOT an official Brooksource employee and could be fraudulent.
Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.
Benefits & Perks:
Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc.
Pay Disclaimer:
The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
Partnerships:
- Gold Microsoft Partner – Cloud Platform
- Gold Microsoft Partner – Data Analytics
- Silver Microsoft Partner – Data Platform
- Silver Microsoft Partner – Security
- Silver Microsoft Partner – Application Development
- Silver Microsoft Partner – Data Center
- AWS Partner
- Salesforce Partner
- Salesforce – Authorized Training Provider
- Salesforce Talent Alliance Employer
- Tableau Services Partner
- Snowflake Partner
- Google Cloud Platform (GCP) Services Partner
Awards (Extended):
- Best Places to Work 2022, Charlotte Business Journal, 2022
- Best Places to Work in Jacksonville, Jacksonville Business Journal, 2021
- Best Places to Work in Jacksonville, Jacksonville Business Journal, 2020
- Best Places to Work in Charlotte (#8 Small Business), Charlotte Business Journal, 2019
- 2019 Best Places Work in Kentucky, Kentucky Chamber of Commerce, 2019
- Top Workplaces, Indy Star, 2019
- Best Places to Work in Jacksonville, Jacksonville Business Journal, 2019
- Best & Brightest Companies to Work For in the Nation, Best & Brightest, 2018
- Top Work Places, Indy Star, 2018
- Best Places to Work, Jacksonville Business Journal, 2018
- Best Places to Work, Charlotte Business Journal, 2018
- Best Places to Work in Kentucky (Small/Medium), Kentucky Society for Human Resource Management State Council and the Kentucky Chamber of Commerce, 2018
- Milwaukee’s 2018 Best And Brightest Companies To Work For, Milwaukee's Best and Brightest Place to Work, 2018
- Best Places to Work, Best Places to Work in Kentucky, 2017
- Best Places to Work, Best Places to Work in Kentucky, 2016
- Best Places to Work, Jacksonville Business Journal, 2016
- Top Workplaces, The Indianapolis Star, 2016
- Top Workplaces, Indianapolis Star, 2015
- Best Places to Work, Charlotte Business Journal, 2015
- Best Places to Work Atlanta, Atlanta Business Chronicle, 2014
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