BA Program Lead

Job Description

Insight Global is seeking a Lead Business Systems Analyst to support one of the leading banks, focused on advanced contact centre transformation initiatives. This individual will act as a senior SME and strategic contributor, driving the design, integration, and optimization of CCaaS solutions, including AIVA, Agentic AI, chat, and CRM platforms.

This role is highly cross‑functional and requires end-to-end ownership across solutioning, integration strategy, and delivery, partnering closely with business, architecture, and engineering teams.

Lead engagement with business stakeholders to define, challenge, and refine requirements across contact centre operations and digital channels. Drive alignment between business needs and scalable technical solutions.

Partner with architects and engineering teams to shape and influence solution design across CCaaS platforms (Genesys, Amazon Connect, NICE, etc.), AI-driven assistants, chat, and CRM integrations. Ensure alignment with enterprise architecture and long-term roadmap.

Own the definition, documentation, and governance of data flows, API integrations, and system interactions across complex contact centre ecosystems. Ensure data integrity, security, and scalability across platforms.

Act as a lead BSA within Agile pods, driving backlog prioritization, facilitating design sessions, and ensuring successful delivery through build, integration, and deployment phases. Remove blockers and guide teams toward solution outcomes.

Serve as a trusted advisor and escalation point for contact centre technology decisions, influencing stakeholders across product, engineering, and business teams.

Mentor junior BSAs and team members, establish best practices, and elevate overall capability in contact centre analysis, data mapping, and solution delivery.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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Proven ability to operate as a lead or senior BSA, driving initiatives end-to-end within complex enterprise environments.

Experience with platforms such as Genesys, Amazon Connect, Five9, NICE,

Strong experience with API integrations, data mapping, system design documentation, and working closely with architecture and engineering teams.

Extensive experience working in Agile environments, leading backlog grooming, sprint planning, and cross‑functional collaboration.

Ability to engage and influence senior stakeholders, bridging business and technical teams effectively.

5+ years as a BSA, with demonstrated experience leading large-scale contact centre or CCaaS initiatives.

Background in Computer Science, Business, or related field.

Demonstrates leadership, accountability, collaboration, and a strong ownership mindset aligned with enterprise values. Banking or financial services experience.

Experience supporting large-scale contact centre transformations / migrations (e.g., Genesys → Cloud / Amazon Connect).

Exposure to enterprise AI / automation initiatives.