Position Summary The Lead Business Systems Analyst (BSA) is a senior-level role responsible for leading business analysis efforts, managing a team of analysts, and partnering closely with business stakeholders, product owners, and technology teams. This role drives requirements definition, solution design alignment, and delivery execution across complex contact center initiatives, with a strong emphasis on Genesys CX Cloud, offshore operations, and integrated telephony environments.
The ideal candidate brings deep experience in contact center technologies, strong leadership capabilities, and the ability to operate effectively in an Agile delivery environment while ensuring high-quality documentation, communication, and stakeholder alignment.
Key Responsibilities Leadership & Team Management - Lead, mentor, and manage a team of Business Systems Analysts
- Establish best practices for requirements gathering, documentation, and analysis standards
- Ensure consistency, quality, and accountability across analyst deliverables
- Support resource planning, workload balancing, and performance management
Business & Stakeholder Engagement - Act as the primary liaison between business partners, operations, and technology teams
- Build strong partnerships with stakeholders across contact center operations, IT, and vendor organizations
- Facilitate workshops, discovery sessions, and executive-level discussions
- Translate business needs into actionable deliverables aligned with strategic objectives
Requirements & Analysis - Lead end-to-end requirements gathering, including business, functional, and technical requirements
- Develop detailed documentation including user stories, process flows, functional specifications, and acceptance criteria
- Ensure requirements are clear, complete, and aligned with business goals
Agile Delivery & Project Execution - Operate within and champion Agile methodology (Scrum/Kanban)
- Support backlog grooming, sprint planning, and retrospectives
- Collaborate with Product Owners and Development teams to prioritize delivery
Contact Center & Technology Expertise - Serve as a subject matter expert for Genesys CX Cloud (CX3)
- Support IVR/IVA flows, call routing, omni-channel interactions, and reporting
- Partner with offshore contact centers to ensure alignment
Technical Integration & Infrastructure Awareness - Collaborate on telephony systems, networking fundamentals, and firewall configurations
- Ensure requirements account for technical dependencies
Documentation & Process Excellence - Drive strong documentation standards and organization
- Maintain centralized repositories and improve processes
Required Qualifications - Bachelor's degree in Information Systems, Business, or related field (or equivalent experience)
- 8+ years of Business Systems Analysis experience
- 3+ years of leadership or management experience
- Extensive contact center experience
- Hands-on experience with Genesys CX Cloud or similar platforms
- Strong expertise in requirements gathering, Agile methodology, communication, and project delivery
- Understanding of telephony, networking, and firewall concepts
- Experience working with offshore contact centers
Preferred Qualifications - Experience in banking or financial services
- Knowledge of regulatory and compliance requirements
- Experience with digital transformation or cloud migrations
- Familiarity with CRM, workforce management, and analytics integrations
Key Competencies - Leadership and team development
- Strategic thinking and problem-solving
- Strong communication and stakeholder management
- Organizational discipline and attention to detail
- Ability to influence and drive results
Work Environment - Collaboration with offshore teams
- Agile, fast-paced delivery environment
