Genesis10 is currently seeking a Senior Business Systems Analyst Lead / Technology Delivery Lead for a contract position with a Regional Financial Institution located in Columbus, OH, Akron, Ohio, or Flint, MI. This contract will likely extend and convert.
Compensation: $75.00 - $78.00 per hour, W2, based on qualifications Position Overview: The
Senior Business Systems Analyst Lead / Technology Delivery Lead will provide hands-on business systems analysis and delivery leadership within the Contact Center Technology organization, partnering directly with team leadership to independently drive technology initiatives from requirements through execution. This role will lead requirements gathering, prioritization, development team coordination, project execution, and issue resolution while ensuring alignment with business goals, KPIs, objectives, and measurable outcomes. The successful candidate will support executive reporting, budget and resource planning, escalations, and governance activities, effectively communicating progress, risks, and decisions across technical teams and senior leadership. Strong Contact Center technology experience is important, with Genesys Cloud CX experience highly preferred. This is a senior BSA leadership role focused on independent initiative ownership and delivery accountability, rather than traditional program management.
Key Responsibilities: - Manage enterprise Contact Center and AI transformation portfolios
- Maintain integrated roadmaps across strategic initiatives
- Track portfolio health, milestones, dependencies, risks, and financials
- Drive portfolio prioritization discussions and investment decisions
- Facilitate executive governance reviews and steering committee meetings
- Prepare executive-level presentations and status updates
- Develop quarterly business reviews (QBRs)
- Create leadership dashboards and performance scorecards
- Deliver concise updates for senior leadership and executive stakeholders
- Coordinate annual planning and funding activities
- Support business case creation and staffing models
- Manage capacity planning and resource forecasting
- Track vendor engagements and delivery commitments
- Facilitate cross-functional collaboration between Product, Operations, Architecture, Development, Testing, Cybersecurity, and Vendors
- Monitor budget performance
- Track project burn rates and forecasts
- Support contractor and staffing requests
- Maintain resource plans for strategic initiatives
Primary Requirements: - 7+ years in Portfolio Management, Program Management, or Technology Delivery Leadership
- Genesys Cloud Experience
- Experience managing enterprise technology portfolios
- Strong executive communication skills
- Proven experience producing leadership materials and governance reporting
- Experience with Agile, Waterfall, and hybrid delivery frameworks
- Advanced proficiency with data platforms (Snowflake, SQL, ETL frameworks) and reporting tools (Tableau, Excel, Power BI)
- Strong understanding of IVR systems, call routing, workforce optimization, and end-to-end customer journey analytics
Desired Skills: - Familiarity with Contact Center operations and AI initiatives
- Experience with contact center technologies (Genesys preferred)
Only candidates available and ready to work directly as Genesis10 employees will be considered for this position. If you have the described qualifications and are interested in this exciting opportunity, please apply! Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.
For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10: - Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years
- The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years
- Access to an experienced, caring recruiting team (more than 7 years of experience, on average)
- Behavioral Health Platform
- Medical, Dental, Vision
- Health Savings Account
- Voluntary Hospital Indemnity (Critical Illness & Accident)
- Voluntary Term Life Insurance
- 401K
- Sick Pay (for applicable states/municipalities)
- Commuter Benefits (Dallas, NYC, SF, and Illinois)
For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all of our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
