Job Details

Senior Business Systems Analyst

Remote Role

Contract

Compensation: $45-52/hr

ABOUT THE ROLE

Our client is seeking a Senior Business Systems Analyst and Testing Lead to support their Agentic AI contact center program, integrating AI agents into the Genesys contact center platform. This highly visible, remote contract role involves end-to-end ownership of requirements gathering and test strategy, collaborating with cross-functional teams including Product, Architecture, Fraud, and AI vendors. The position splits responsibilities between business systems analysis and quality assurance leadership, including running requirements sessions, writing user stories and acceptance criteria, developing and executing test plans, managing defect triage, and supporting user acceptance testing and production validation. 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. Experience with conversational AI, Genesys Cloud, voice system testing, ServiceNow, and banking or fraud domains is a plus.

WHAT YOU'LL DO

• 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

WHAT YOU BRING

• 5+ years of combined BSA/QA lead experience, including ownership of both requirements and test strategy (pure BSAs or testers without dual experience will struggle)
• 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, 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)

WHAT'S IN IT FOR YOU

• 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

EEO Statement:

Brooksource is an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.

Benefits & Perks

Brooksource offers competitive medical, dental, vision, Health Savings Account, Dependent Care FSA, and supplemental coverage with plans that can fit each employee’s needs. We offer a 401k plan that includes a company match and is fully vested after you become eligible, paid time off, sick time, and paid company holidays. We also offer an Employee Assistance Program (EAP) that provides services like virtual counseling, financial services, legal services, life coaching, etc. 

Pay Disclaimer:

The pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.