Business Systems Analyst - Contact Center AI Modernization

Role Overview

The role will gather, analyze, and document business requirements across contact center modernization initiatives, bridging business requirements and technical implementation. You will translate functional needs, journeys, and business requirements into system specifications, integration requirements, data flows, and technical documentation.

What You'll Do:

• Elicit and document business requirements from stakeholders.
• Analyze current-state and future-state contact center processes and systems, integrations, workflows, and data flows. Support customer and agent journey analysis.
• Translate business needs into user stories, business requirements, and functional specifications.
• Translate business and functional requirements into system-level specifications.
• Prioritize requirements and use cases based on business value.
• Document integration requirements across CCaaS, CRM, IVR, telephony, reporting, knowledge management, and enterprise applications.
• Partner with architecture, business, technical, and delivery teams to clarify scope and feasibility.
• Create system context diagrams, process flows, interface specifications, and technical requirement documents.
• Identify process gaps, risks, dependencies, and improvement opportunities.
• Support testing, traceability, defect triage, and requirements validation.
• Support workshops, interviews, documentation reviews, and stakeholder alignment sessions.

Requirements

• CCaaS contact center / IVR experience with Amazon Connect (highly preferred), Genesys, NICE, Five9, Cisco, Avaya, or similar - MUST.
• Business analysis experience in technology, operations, CX, or contact center environments.
• Experience with AI, automation, chatbot, virtual agents, or customer service transformation.
• Strong ability to translate business requirements into structured technical / system specifications.
• Experience with integrations, APIs, data flows, system mapping, and technical documentation.
• Strong requirements elicitation, documentation, and prioritization skills.
• Experience working with business and technical stakeholders.
• Strong communication, facilitation, and analytical skills.
• Financial services, banking, telecom, or large enterprise experience.