[Remote] Business Systems Analyst (IT): III (Senior)

Note: The job is a remote job and is open to candidates in USA. Brooksource is recruiting for an unnamed client seeking a Senior Business Systems Analyst and Testing Lead for its Agentic AI contact center program. The role leads requirements gathering and test strategy for integrating AI agents with the Genesys contact center platform, including test execution, defect management, UAT, and production validation.

Responsibilities

• Lead requirements gathering sessions with contact center and fraud stakeholders
• Document user stories, acceptance criteria, and process flows for AI agent integration
• Develop and execute comprehensive test strategies and plans for AI agents and contact center systems, ensuring correct behavior, proper handoffs, and API integration
• Log, triage, and track defects with vendors; maintain the RAID log
• Coordinate and support User Acceptance Testing (UAT), runbook creation, and production validation as launches approach
• Collaborate with Product, Architecture, Fraud, and AI vendor teams to ensure alignment and delivery
• Utilize advanced data platforms (e.g., Snowflake, SQL, ETL frameworks) and reporting tools (e.g., Tableau, Power BI, Excel) for analysis and reporting
• Communicate risks, issues, and project status to stakeholders at all organizational levels
• Prioritize and manage multiple workstreams, ensuring timely delivery within service level agreements (SLAs) under pressure
• Demonstrate professional presence and credibility with leadership, Risk, Audit, IT, and business partners

Skills

• The ideal candidate will have over five years of combined BSA and QA lead experience, advanced skills in data platforms and reporting tools, deep knowledge of contact center technologies, and strong communication, organizational, and analytical abilities
• Advanced proficiency with data platforms such as Snowflake, SQL, and ETL frameworks
• Advanced skills in reporting tools including Tableau, Excel, and Power BI
• Strong understanding of contact center technologies, preferably Genesys, including IVR, call routing, workforce optimization, and customer journey analytics
• Excellent verbal and written communication skills; able to explain risks and issues to all organizational levels
• Strong organizational and execution skills; able to manage time, planning, and tracking, prioritize multiple workstreams, and deliver within SLAs under pressure
• Professional presence with credibility among leadership, Risk, Audit, IT, and business partners
• Demonstrated aptitude in both business and technology; self-motivated, analytical, a problem-solver, and willing to learn
• Experience with conversational AI, Genesys Cloud, voice system testing, ServiceNow, and banking or fraud domains is a plus
• Experience with conversational AI, LLM, or virtual agent testing (preferred)
• Experience with Genesys Cloud and voice system testing (preferred)
• Familiarity with ServiceNow and/or banking or fraud domain (a plus)

Benefits

• Remote role
• Competitive medical, dental, and vision coverage
• Health Savings Account and Dependent Care FSA options
• Supplemental insurance coverage to fit your needs
• 401k plan with company match and full vesting upon eligibility
• Paid time off, sick time, and paid company holidays
• Employee Assistance Program (EAP) offering virtual counseling, financial and legal services, life coaching, and more

Company Overview

Company H1B Sponsorship