Business Analyst (IT): III (Senior) but this is a

Job Title: Lead BSA with Contact Center, IVR


Location: Columbus Ohio 43219 (4 days Onsite, 1 day remote)


Type: 3+ Months Contract to Hire


Contract only W2

JOB DESCRIPTION


This ISS Department position represents a senior leadership-level individual contributor role responsible for driving complex, enterprise-wide initiatives across business and technology domains. The Lead BSA serves as a strategic advisor and subject matter expert, providing direction on data, systems, and process optimization across multiple business units and applications.


This role operates with high autonomy, influencing technical strategy, establishing best practices, and mentoring other analysts. The Lead BSA is accountable for end-to-end solution design, cross-functional alignment, and delivery of high-impact initiatives supporting critical business capabilities.


Job Description:


This position supports the Contact Center Service Delivery Team and acts as a domain lead for contact center analytics, systems integration, and operational optimization.


The individual will:

• Lead large-scale, cross-functional initiatives involving data analytics, system enhancements, and operational transformation
• Serve as the primary liaison between business stakeholders, IT, vendors, and leadership
• Provide strategic guidance on contact center platforms (e.g., Genesys), reporting ecosystems, and data architecture
• Drive alignment between business priorities and technical delivery

Job Duties:


Leadership & Strategy
• Lead the design and delivery of complex analytical and systems solutions
• Define and implement data and reporting strategies across the contact center ecosystem
• Establish and enforce standards, governance, and best practices for data, reporting, and process design
• Mentor and provide technical leadership to Business Systems Analysts and Data Analysts
• Influence prioritization and roadmap decisions in partnership with leadership


Advanced Analytics & Data Engineering
• Oversee and perform advanced analytics across multiple data platforms (e.g., Snowflake, Tableau, Excel)
• Architect scalable data pipelines, ETL processes, and reporting frameworks
• Ensure enterprise-level data integrity, consistency, and governance compliance
• Provide oversight for vulnerability management reporting and operational analytics frameworks


Contact Center & Business Optimization
• Lead analysis of IVR, routing, workforce optimization, and customer journey data
• Translate complex business needs into end-to-end technical solutions
• Drive improvements in call routing efficiency, customer experience, and workforce performance
• Identify trends, risks, and optimization opportunities across contact center operations


Cross-Functional Delivery & Stakeholder Engagement
• Act as the primary escalation point for complex incidents, data issues, and cross-team dependencies
• Lead collaboration across Line of Business, IT, and Vendor teams
• Partner with Project Managers to define scope, estimate delivery, and manage execution risk
• Present insights, strategies, and recommendations to senior leadership


Process Improvement & Innovation
• Drive continuous improvement initiatives across systems, reporting, and analytical processes
• Identify and implement automation opportunities to reduce manual effort and increase scalability
• Introduce new tools, methodologies, and capabilities aligned with industry best practices