AI Contact Center BSA & QA Lead (Remote)

Brooksource; Columbus (OH); Remote; USD 62,000 - 72,000; Part time

Benefits offered by this job

Medical, dental, and vision coverage

HSA and DCA options

401k with company match

PTO and holidays

EAP program

Job summary

Brooksource is seeking a Senior Business Systems Analyst and Testing Lead to support an Agentic AI contact center program, integrating AI agents into the Genesys contact center platform. This remote contract role involves end‑to‑end ownership of requirements gathering and test strategy, collaborating with cross‑functional teams including Product, Architecture, Fraud, and AI vendors.

The ideal candidate will have 5+ years of combined BSA/QA lead experience, with advanced skills in Snowflake, SQL,

Qualifications

• 5+ years of combined BSA/QA lead experience with ownership of both requirements and test strategy.
• Advanced proficiency with data platforms such as Snowflake, SQL, ETL frameworks.
• Advanced skills in reporting tools including Tableau, Excel, and Power BI.
• Strong understanding of contact center technologies, preferably Genesys.
• Excellent verbal and written communication skills; able to explain risks to all levels.

Responsibilities

• Lead requirements gathering sessions with contact center and fraud stakeholders.
• Document user stories, acceptance criteria, and process flows for AI agent integration.
• Develop and execute test strategies and plans for AI agents and contact center systems.
• Log, triage, and track defects with vendors; maintain the RAID log.
• Coordinate and support UAT, runbook creation, and production validation.
• Collaborate with Product, Architecture, Fraud, and AI vendor teams.
• Utilize data platforms and reporting tools for analysis and reporting.
• Communicate risks, issues, and project status to stakeholders.
• Prioritize multiple workstreams and deliver within SLAs under pressure.
• Demonstrate professional presence with leadership and business partners.

Skills

BSA/QA lead

Requirements gathering

Test strategy

Data platforms

Analytical

Communication

Organizational skills

Tools

Snowflake

SQL

ETL frameworks

Tableau

Power BI

Excel

Genesys Cloud

ServiceNow

Job description

Brooksource is seeking a Senior Business Systems Analyst and Testing Lead to support an Agentic AI contact center program, integrating AI agents into the Genesys contact center platform. This remote contract role involves end‑to‑end ownership of requirements gathering and test strategy, collaborating with cross‑functional teams including Product, Architecture, Fraud, and AI vendors.

The ideal candidate will have 5+ years of combined BSA/QA lead experience, with advanced skills in Snowflake, SQL,