AI-Driven Contact Center Senior BSA & Testing Lead

W3R Consulting

Columbus (OH)

On-site

USD 90,000 - 130,000

Full time

5 days ago

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Job summary

W3R Consulting in Columbus, OH, seeks a Senior Business Systems Analyst / Testing Lead to drive delivery for Agentic AI and Contact Center transformation initiatives. You will blend business analysis, testing leadership, and production readiness across AI-driven customer servicing solutions, including virtual agents, voice AI, authentication, and API interactions.

You will collaborate with Product, Technology, Architecture, Operations, and Vendor teams to translate requirements into scalable

Qualifications

5+ years as Business Systems Analyst, QA Lead, or Product Analyst.
Experience with Contact Center technologies.
Experience testing APIs and web services.
Experience writing SQL queries and analyzing data.
Familiarity with AI/ML, conversational AI, virtual agents, or LLM-based platforms.
Experience with Agile delivery methodologies.
Preferred knowledge of Genesys Cloud, ServiceNow, and ability to test voice systems

Responsibilities

Elicit, document, and manage business, functional, technical, and operational requirements.
Create process flows, journey maps, use cases, and user stories.
Maintain requirements traceability from intake through production deployment.
Develop acceptance criteria and support backlog prioritization.
Coordinate requirements across Contact Center, Fraud, Digital, and Enterprise Technology teams.