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
Rate:
Not specified
Location:
Remote
IR35 Status:
Outside
Remote Status:
Remote
Industry:
Data & Analytics
Seniority Level:
Senior