Business Analyst – CRM, Telephony & Conversational AI

• Position: Business Systems Analyst Consultant – CRM, Telephony & Conversational AI
• Work Mode: Remote
• Job Type: Contract
• Duration: 6 months, with potential for extension
• Visa: USC / GC

Position Overview:

We are seeking an experienced Business Systems Analyst Consultant to serve as the single functional SME / “quarterback” owning requirements end-to-end across CRM, Contact Center, Telephony, and Conversational AI/Bots.

The ideal candidate will have strong experience leading enterprise/CX transformation initiatives and be comfortable working directly with business, operations, technology, and client stakeholders. State Government and Healthcare domain experience is highly preferred.

• Key Responsibilities
• Lead requirements discovery across business, operations, technology, and client stakeholders for Contact Center, CRM, Telephony, and AI-driven solutions.
• Own requirements traceability and translate business needs into user stories, process flows, functional requirements, and acceptance criteria.
• Define integration requirements across CRM, telephony, AI platforms, and enterprise systems, including APIs, data mapping, and interfaces.
• Partner with architecture, development, and implementation teams throughout the solution lifecycle.
• Lead UAT, business validation, defect clarification, and stakeholder sign-off.
• Serve as the primary client-facing functional point of contact.
• Conduct requirements workshops, discovery sessions, demonstrations, and status reviews.
• Ensure alignment between business objectives, technical solutions, and implementation outcomes.
• Support Agile/Scrum and Waterfall delivery methodologies as required.

• Required Qualifications
• Bachelor's degree in Business, Computer Science, Information Systems, or a related field.
• 7+ years of Business Analyst / Business Systems Analyst experience.
• 3+ years leading enterprise or Customer Experience (CX) transformation programs.
• Hands-on experience with Contact Center, CRM, Telephony, or AI-enabled customer engagement solutions.
• Strong experience gathering and documenting API/middleware integration requirements.
• Experience creating user stories, process flows, acceptance criteria, requirements traceability matrices, and functional specifications.
• Proven experience leading UAT and business validation.
• Experience working with Agile/Scrum and Waterfall methodologies.
• Excellent communication, facilitation, presentation, and stakeholder-management skills.
• Strong ability to work directly with clients and coordinate across business and technical teams.

• Preferred Qualifications
• Experience with CCaaS / Contact Center as a Service or omnichannel platforms.
• Experience with Kore.ai, NICE CXone, Genesys, Amazon Connect, Five9, or similar platforms.
• State Government or Healthcare industry experience.
• Experience with conversational AI, virtual agents, chatbots, or voice bots.
• CBAP, PMI-PBA, Agile BA, or related certifications.
• Experience working with globally distributed teams and direct client engagement.

• Ideal Candidate
• We are looking for a strong client-facing Business Systems Analyst who can operate as the functional owner across CRM, Contact Center, Telephony, and Conversational AI initiatives—connecting business requirements with technology delivery and ensuring successful UAT and implementation.

• Chandan Singh
• Talent Acquisition Specialist
• +1 2014997364
• [email protected]