JD: BA

We have an urgent need for a Business Systems Analyst Consultant who can act as the single functional SME "quarterback" owning requirements end-to-end across CRM, Telephony, and conversational AI/bots - ideally with State Government and Healthcare domain experience.

Key Responsibilities:

- Lead requirements discovery across business, ops, tech, and client stakeholders for contact center, CRM, telephony, and AI-driven solutions

- Own requirements traceability; translate business needs into user stories, process flows, and acceptance criteria

- Define integration requirements across CRM, telephony, AI platforms, and enterprise systems (APIs, data mapping, interfaces)

- Support design/dev/implementation phases; lead UAT and business validation

- Serve as primary client-facing point of contact; run workshops and status reviews

Required:

- Bachelor's degree; 7+ years BA experience; 3+ years leading enterprise/CX transformation programs

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

- API/middleware integration requirements experience

- UAT leadership experience; Agile/Scrum/Waterfall exposure

- Super communication skills

Preferred:

- CCaaS/omnichannel platform experience

- Kore.ai, NICE CXone, Genesys, Amazon Connect, Five9, or similar

- State government or healthcare domain experience

- CBAP/PMI-PBA/Agile BA certifications

- Global delivery with direct client engagement