Domain: State Government / Healthcare
Key Responsibilities
- Lead requirements gathering with business, technical, operations, and client stakeholders.
- Translate requirements into user stories, process flows, acceptance criteria, and integration specifications.
- Define integrations across CRM, telephony, AI platforms, APIs, middleware, and enterprise systems.
- Support solution design, development, implementation, UAT, and business validation.
- Lead client workshops, requirement reviews, and status meetings.
Required Skills
- Bachelor’s degree with 9+ years of Business Analyst experience.
- 3+ years supporting/leading enterprise or CX transformation initiatives.
- Strong experience with Contact Center, CRM, Telephony, or AI-enabled customer engagement solutions.
- Experience defining API/middleware integration requirements.
- Strong UAT leadership and Agile/Scrum/Waterfall experience.
- Excellent client-facing and communication skills.
Preferred
- CCaaS/Omnichannel experience.
- Exposure to Kore.ai, NICE CXone, Genesys, Amazon Connect, Five9, or similar platforms.
- State Government or Healthcare experience.
- CBAP, PMI-PBA, or Agile BA certification.
- Experience working with global delivery teams.
Priority
Candidates with strong State Government/Healthcare + Contact Center/CRM/Telephony backgrounds.
Rate:
Not specified
Location:
Remote
IR35 Status:
Not specified
Remote Status:
Remote
Industry:
Consulting
Seniority Level:
Senior