Lead Business Systems Analyst - Hybrid

Genesis
10 is currently seeking a Lead Business Systems Analyst - Hybrid position with a Regional Financial Institution located in Columbus, OH or Akron, OH. This is a 3-month contract to hire opportunity.

Pay Range: $55.00 - $63.00 per hour.

This senior‑level role is responsible for leading business analysis efforts, managing a team of analysts, and partnering closely with business stakeholders, product owners, and technology teams. The ideal candidate will drive requirements definition, solution design, and delivery execution across complex contact center initiatives, with a strong emphasis on Genesys CX Cloud and offshore operations within an Agile environment.

• Lead, mentor, and manage a team of Business Systems Analysts, establishing best practices and ensuring quality
• Act as the primary liaison between business partners, operations, and technology teams, building strong partnerships
• Facilitate workshops, discovery sessions, and translate business needs into actionable deliverables
• Lead end-to-end requirements gathering, including business, functional, and technical requirements
• Develop detailed documentation such as user stories, process flows, and functional specifications
• Operate within an Agile methodology (Scrum/Kanban), supporting backlog grooming and sprint planning
• Serve as a subject matter expert for Genesys CX Cloud, supporting IVR/IVA flows, call routing, and reporting
• Collaborate on telephony systems, networking fundamentals, and firewall configurations
• Drive strong documentation standards and maintain centralized repositories

• Bachelor's degree in Information Systems, Business, or related field (or equivalent experience)
• 8+ years of Business Systems Analysis experience
• 3+ years of leadership or management experience
• Extensive contact center experience
• Hands‑on experience with Genesys CX Cloud or similar platforms
• Strong expertise in requirements gathering, Agile methodology, communication, and project delivery
• Understanding of telephony, networking, and firewall concepts
• Experience working with offshore contact centers
• Onsite 4 days per week

• Experience in banking or financial services
• Knowledge of regulatory and compliance requirements
• Experience with digital transformation or cloud migrations
• Familiarity with CRM, workforce management, and analytics integrations
  
  Experience with Cisco UCCE, Finesse, Egain, Verint WFO Suite, or Virtual Hold Technology
• Basic SQL queries
• Knowledge of Service Now, Microsoft Azure Dev Ops, or Visio

Only candidates available and ready to work directly as Genesis
10 employees will be considered for this position.

• Access to hundreds of clients, most who have been working with Genesis
  10 for 5-20+ years.
• The opportunity to have a career‑home in Genesis
  10; many of our consultants have been working exclusively with Genesis
  10 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)

Genesis
10 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.