Position Summary The Senior Business Systems Analyst (BSA) / Testing Lead will serve as a key delivery resource supporting the client's Agentic AI and Contact Center Transformation initiatives. This role combines business analysis, requirements management, testing leadership, and production readiness activities across AI-driven customer servicing solutions, including virtual agents, voice AI, customer authentication, fraud servicing, and API-enabled customer interactions.
This individual will partner closely with Product, Technology, Architecture, Operations, and Vendor teams to ensure business requirements are translated into scalable solutions while maintaining high quality through comprehensive testing strategies.
Primary Responsibilities Business Analysis - Elicit, document, and manage business, functional, technical, and operational requirements.
- Create process flows, journey maps, use cases, and user stories.
- Maintain requirements traceability from intake through production deployment.
- Develop acceptance criteria and support backlog prioritization.
- Coordinate requirements across Contact Center, Fraud, Digital, and Enterprise Technology teams.
Testing Leadership - Design and execute test strategies for Agentic AI and Contact Center solutions.
- Develop functional, integration, regression, UAT, and production validation test plans.
- Create and manage test cases covering both happy path and exception scenarios.
- Validate AI behavior, workflow execution, API integrations, and customer outcomes.
- Document defects and coordinate remediation activities.
- Support automation opportunities for AI and API testing.
Program Delivery - Support Sierra, Decagon, Genesys, and client's integration initiatives.
- Participate in architecture reviews and solution design sessions.
- Assist with production readiness, operational runbooks, and deployment validation.
- Track dependencies, risks, decisions, and action items.
- Support governance reviews including Cyber, AI Governance, Architecture, and TPRM.
Desired Qualifications - 5+ years as Business Systems Analyst, QA Lead, or Product Analyst.
- Experience with Contact Center technologies.
- Experience testing APIs and web services.
- Experience writing SQL queries and analyzing data.
- Familiarity with AI/ML, conversational AI, virtual agents, or LLM-based platforms.
- Experience with Agile delivery methodologies.
- Preferred knowledge of Genesys Cloud, ServiceNow, and ability to test voice systems
Success Measures - Requirements delivered with minimal rework.
- High production stability and low defect leakage.
- Successful completion of AI and API testing milestones.
- Improved automation and testing efficiency.
- Positive stakeholder and vendor delivery outcomes.
TECHNICAL SKILLS Must Have - 1 - 3 years of Project Coordination experience
- A good understanding of project lifecycle methodologies (e.g., Waterfall, Iterative, Agile/Scrum) and project management processes and standards
- Excellent verbal and written communications; ability to explain risks and issues to various levels within the organization
- Highly motivated with strong organizational (time management, planning, goal setting, tracking, etc.), analytical, decision making, and problem-solving skills
- High level of professionalism and confidence with the ability to build credibility and work collaboratively with team members, leadership, Risk, Audit, IT, and business partners
- Ability to handle multiple priorities and effectively prioritize, drive, and execute tasks to completion within defined SLAs in a high-pressure environment
- Strong business and technology aptitude with a willingness to learn
- Advanced proficiency with:
- Data platforms (Snowflake, SQL, ETL frameworks)
- Reporting tools (Tableau, Excel, Power BI)
- Contact center technologies (Genesys preferred)
- IVR systems, call routing, and workforce optimization
- End-to-end customer journey analytics
- Advanced proficiency with: o Data platforms (Snowflake, SQL, ETL frameworks)
- Reporting tools (Tableau, Excel, Power BI)
- Contact center technologies (Genesys preferred)
- IVR systems, call routing, and workforce optimization
- End-to-end customer journey analytics
