Business Systems Analyst Sr-Contact Center

Description

Position Summary

The Business Systems Analyst partners with Product Leaders, Business Partners, Architects, Developers, Quality Engineers, and Operations teams to identify business needs, document requirements, improve processes, and support the successful delivery of technology solutions.

This role serves as a key liaison between business and technology teams, helping translate business objectives into actionable requirements while ensuring solutions align with operational needs and customer experience goals.

Primary Responsibilities

Requirements Gathering & Analysis

• •Partner with business stakeholders to understand business needs and operational challenges.
• •Conduct discovery sessions, interviews, and workshops to gather requirements and document; Business and Functional Requirements, User Stories, Acceptance Criteria, Process Flows, Use Cases and Business Rules

Solution Design Support

• •Collaborate with Product Leaders, Architects, and Engineers to evaluate solution options.
• •Support process redesign and workflow optimization efforts.
• •Participate in solution reviews and design discussions.
• •Identify gaps, risks, dependencies, and assumptions.
• •Configuration of Genesys through CX3 user interface

Agile Team Participation

• •Participate in Agile ceremonies.
• •Support backlog grooming activities.
• •Work with Product Leaders to clarify priorities and requirements.
• •Help ensure development teams have the information needed for successful delivery.

Testing & Quality Support

• •Partners with QA teams to validate requirements and expected outcomes.
• •Assist with test planning and user acceptance testing.
• •Validate delivered functionality against business requirements.
• •Support defect triage and issue resolution activities.

Stakeholder Engagement

• •Build relationships with business and technology stakeholders.
• •Communicate project status, requirements, and impacts to team members.
• •Facilitate meetings and working sessions.
• •Escalate issues and risks appropriately.
• •Support change management and operational readiness activities.

Areas of Focus

Support initiatives involving technology domains that are specifically identified as strategic areas within the Contact Center portfolio

• •Genesys Cloud CX
• •Intelligent Virtual Agents (IVA)
• •Contact Center Routing
• •Customer Authentication Solutions
• •Fraud Prevention Enhancements
• •Contact Center Reporting & Analytics
• •AI and Copilot Initiatives
• •API Integrations
• •ServiceNow Integrations
• •Salesforce Integrations
• •Workforce Engagement Solutions
• •Customer Self-Service Enhancements

Required Qualifications

• •Bachelor’s degree in business, Information Technology, Computer Science, or related field. Or a minimum of 8 years of experience in lieu of a degree.
• •Minimum of 4 years of Business Analysis, Product Support, Technology Delivery, or related experience.

Preferred Qualifications

• •Experience gathering and documenting business requirements.
• •Strong analytical and problem-solving skills.
• •Excellent written and verbal communication skills.
• •Ability to manage multiple priorities in a fast-paced environment.
• •Experience working with business and technical teams.

• •Experience with Agile or Scrum delivery methodologies.
• •Experience supporting enterprise technology projects.
• •Contact Center or Customer Experience technology experience.
• •Knowledge of process mapping and workflow analysis.
• •Experience with Azure DevOps, Jira, ServiceNow, or similar tools.
• •Banking or Financial Services experience.

Exempt Status: (Yes = not eligible for overtime pay) ( No = eligible for overtime pay)

Yes

Workplace Type:

Office

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.