Business Analyst

Job Title: Business Analyst

Location: Remote

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:

• 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