Business Systems Analyst Consultant
Domain: State Government / Healthcare
We are urgently seeking an experienced Business Systems Analyst (BSA) Consultant to serve as the functional SME and own requirements end-to-end across CRM, Contact Center/Telephony, and Conversational AI solutions.
Key Responsibilities:
Lead requirements gathering with business, technical, operations, and client stakeholders.
Translate requirements into user stories, process flows, acceptance criteria, and integration specifications.
Define integrations across CRM, telephony, AI platforms, APIs, middleware, and enterprise systems.
Support solution design, development, implementation, UAT, and business validation.
Lead client workshops, requirement reviews, and status meetings.
Required Skills:
Bachelor’s degree with 9+ years of Business Analyst experience.
3+ years supporting/leading enterprise or CX transformation initiatives.
Strong experience with Contact Center, CRM, Telephony, or AI-enabled customer engagement solutions.
Experience defining API/middleware integration requirements.
Strong UAT leadership and Agile/Scrum/Waterfall experience.
Excellent client-facing and communication skills.
Preferred:
CCaaS/Omnichannel experience.
Exposure to Kore.ai, NICE CXone, Genesys, Amazon Connect, Five9, or similar platforms.
State Government or Healthcare experience.
CBAP, PMI-PBA, or Agile BA certification.
Experience working with global delivery teams.
Priority: Candidates with strong State Government/Healthcare + Contact Center/CRM/Telephony backgrounds.
Never miss an opportunity! Create an alert based on the job you applied for.