Business Systems Analyst Job at Tech3pillars Technologies, Virginia

  • Tech3pillars Technologies
  • Virginia

Job Description

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.

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

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