Job Description
The Business Systems Analyst (BSA) will play a critical role in bridging business needs and technology solutions across complex, data‑driven initiatives. This role will lead requirements management activities, working closely with Product Owners, Agile delivery teams, data teams, and stakeholders to define, document, and deliver high‑quality business and system requirements. The BSA will develop deep subject‑matter expertise in contact center platforms and associated data ecosystems, supporting re‑platforming and modernization initiatives. The individual will be responsible for translating business processes into functional and non‑functional requirements, mapping current‑state to target‑state data flows, and ensuring solutions align with organizational goals, quality standards, and risk controls. The role also includes strong stakeholder engagement, documentation ownership, and the ability to identify opportunities where AI and advanced analytics can enhance contact...