CX Business Analyst (W2/Remote)

• Role: Business System Analyst
• Location: Remote, USA
• Employment Type: W2
• 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. Please see below the detailed job description and let me know for any additional questions.

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