| Requirement ID: | 93431 |
| Job Title: | Senior Business Analyst – Contact Center |
| Job Type: | Contract |
| Duration: | 6 - 9 months |
| Location: | Remote for now |
| Job Description: | 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
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