Business Analyst- Contact Center REMOTE

Senior Business Systems Analyst - Hybrid

Genesis10 is currently seeking a Senior Business Systems Analyst - Hybrid for a contract to hire position with a Regional Financial Institution located in Columbus, OH or Akron, OH. This is a 3+ month contract to hire opportunity. Pay Range: $50.00 - $59.00 per hour.

We are seeking a highly skilled Business Systems Analyst to serve as a key liaison between business partners, technology teams, and stakeholders. This role will support contact center systems in the context of merger and acquisition activities, focusing on gathering and documenting business requirements, advising on best practices, and ensuring successful delivery of initiatives. The ideal candidate brings deep knowledge of Genesys Cloud CX and strong Agile delivery capabilities within the financial services industry.

Responsibilities:

• Meet with business customers to understand objectives, challenges, and desired outcomes
• Translate business needs into clear, comprehensive requirements, user stories, process flows, and acceptance criteria
• Recommend best practices, standards, and solution approaches based on industry knowledge and system capabilities
• Manage work from initial request through full implementation, ensuring timelines, scope, and quality expectations are met
• Support business and technical teams in the design and enhancement of contact center call flows, bot flows, and associated customer-interaction systems
• Work within Agile teams to write, refine, and manage features, epics, and user stories
• Utilize tools such as Azure DevOps (ADO) or similar Agile management platforms to track work and document updates
• Liaise between contact center business units and IT, translating business needs into technical requirements

Requirements:

• 5+ years of experience as a Business Systems Analyst, Senior Analyst, or similar role
• Proven experience defining and managing business and technical requirements from concept to delivery
• Hands-on experience with Genesys Cloud CX, including call flows, bot flows, and other CX modules
• Experience working in Agile environments, including writing and refining features and user stories
• Strong communication, documentation, facilitation, and organizational skills
• Ability to manage multiple initiatives simultaneously while maintaining attention to detail
• Contact center experience is essential

Desired Skills:

• Experience in the banking or financial services industry with familiarity in regulatory, compliance, or customer-service processes
• Experience with Genesys WEM, Speech Analytics, or other Genesys add-on tools
• Background collaborating with contact center operations teams and understanding call center processes, KPIs, and optimization strategies
• Familiarity with process mapping tools, customer journey frameworks, or CX methodologies
• Experience with Cisco UCCE, Finesse, Egain, Verint WFO Suite, or Virtual Hold Technology
• Experience in merger/acquisition projects or large-scale system transitions

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position. If you have the described qualifications and are interested in this exciting opportunity, please apply!

About Genesis10: Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client.

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.