Business Systems Analyst Lead

Position Summary

The Lead Business Systems Analyst serves as the single accountable owner for business outcomes, product strategy, roadmap execution, and delivery coordination across one or more Contact Center product domains.

The Lead Business Systems Analyst serves as the single accountable owner for business outcomes, product strategy, roadmap execution, and delivery coordination across one or more Contact Center product domains.

• Own the technology roadmap for an assigned Contact Center product domain.
• Serve as the primary relationship manager for aligned business partners.
• Understand business objectives, challenges, opportunities, and strategic priorities.
• Translate business goals into actionable technology initiatives.
• Ensure all work items are aligned to measurable business outcomes.
• Drive prioritization decisions based on value, risk, regulatory requirements, customer impact, and operational efficiency.
• Define success metrics and monitor realized business value after deployment.

• Develop and maintain multi-quarter product roadmaps.
• Identify opportunities for automation, self-service, AI, analytics, and process optimization.
• Maintain alignment between business priorities and technology investment strategies.
• Present roadmap recommendations to senior leadership.
• Balance short-term delivery commitments with long-term strategic objectives.
• Ensure dependencies, risks, resourcing needs, and critical milestones are actively managed

• Lead discovery sessions with business and technology stakeholders.
• Facilitate requirements gathering, process mapping, and future-state design activities.
• Oversee development of:
  • User stories
  • Acceptance criteria
  • Process flows
  • Business requirements
  • Business cases
  • Operational readiness documentation
  • Ensure requirements are complete, actionable, and aligned with strategic objectives.
• Mentor Business Analysts and team members on best practices.

• Drive delivery from concept through production deployment.
• Coordinate efforts across:
  • Architects
  • Engineers
  • QA Teams
  • Product Engineering Managers
  • Operations Teams
  • Vendors
  • Business Stakeholders
  • Facilitate planning, estimation, dependency management, and release readiness.
  • Escalate risks and blockers proactively.
  • Hold teams accountable for commitments and delivery outcomes.

• Act as the trusted advisor for assigned product areas.
• Build strong relationships across business and technology organizations.
• Facilitate executive-level discussions regarding priorities, risks, budgets, and delivery plans.
• Influence decisions across multiple teams without direct authority.
• Communicate effectively with executive, operational, and technical audiences.

• Ensure initiatives follow enterprise governance standards.
• Support architecture review processes.
• Maintain visibility into financial impacts, risks, dependencies, and delivery status.
• Drive issue resolution and continuous improvement activities.
• Support vendor management and strategic partner relationships.

• Think like a Product Owner.
• Act like a Delivery Leader.
• Analyze like a Business Architect.
• Communicate like an Executive.
• Influence without authority.
• Challenge assumptions with data.
• Drive accountability across teams.
• Own outcomes, not activities.
• Ensure technology investments produce measurable business results.

• Bachelor’s degree in information technology, Business, Finance, Engineering, or related discipline.
• 8+ years of Business Analysis, Product Management, Program Delivery, or Technology Leadership experience.

• Experience leading large, cross-functional technology initiatives.
• Strong executive communication and presentation skills.
• Demonstrated ability to influence senior stakeholders.
• Experience managing competing priorities across multiple product lines.
• Strong analytical, problem-solving, and strategic planning skills.
• Experience with Contact Center technologies including Genesys Cloud CX.
• Banking or Financial Services experience.
• Experience supporting digital transformation programs.
• Agile, SAFe, CBAP, PMI-PBA, Product Management, or Scrum certifications.
• Experience with AI, automation, APIs, analytics, and customer experience technologies.

(Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Office

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