CRM Business Analyst

Highbrow Technology Inc; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

Highbrow Technology Inc. is seeking an experienced Business Systems Analyst Consultant to serve as the single functional SME, owning end‑to‑end requirements across CRM, Contact Center, Telephony, and AI/Bots.

State Government and Healthcare domain experience is highly preferred. You will lead discovery across business and client stakeholders for Contact Center, CRM, Telephony, and AI‑driven solutions, ensuring traceability and clear acceptance criteria while coordinating implementation and UAT

Qualifications

• 7+ years of Business Analyst experience.
• 3+ years leading enterprise/CX transformation programs.
• Hands‑on experience with Contact Center, CRM, Telephony, or AI‑enabled customer engagement solutions.
• Strong experience gathering API/Middleware integration requirements.
• Proven UAT leadership experience.
• Experience working in Agile/Scrum and/or Waterfall environments.
• Excellent communication, stakeholder management, and client‑facing skills.

Responsibilities

• Lead requirements discovery across business, operations, technology, and client stakeholders for Contact Center, CRM, Telephony, and AI-driven solutions.
• Own requirements traceability and translate business needs into user stories, process flows, and acceptance criteria.
• Define integration requirements across CRM, Telephony, AI platforms, and enterprise systems, including APIs, data mapping, and interfaces.
• Support design, development, and implementation phases.
• Lead UAT and business validation activities.
• Serve as the primary client-facing point of contact.
• Conduct stakeholder workshops, requirement sessions, and status reviews.

Skills

Requirements discovery

Stakeholder mgmt

UAT leadership

Agile/Scrum

API integration

CX transformation

Communication

Education

CBAP certification

PMI-PBA

Agile BA cert

Tools

Kore.ai

NICE CXone

Genesys

Amazon Connect

Five9

Job description

We are looking for an experienced Business Systems Analyst Consultant who can act as the single functional SME / “quarterback”, owning requirements end-to-end across CRM, Contact Center, Telephony, and Conversational AI/Bots.

State Government and Healthcare domain experience is highly preferred.

• Lead requirements discovery across business, operations, technology, and client stakeholders for Contact Center, CRM, Telephony, and AI-driven solutions.
• Own requirements traceability and translate business needs into user stories, process flows, and acceptance criteria.
• Define integration requirements across CRM, Telephony, AI platforms, and enterprise systems, including APIs, data mapping, and interfaces.
• Support design, development, and implementation phases.
• Lead UAT and business validation activities.
• Serve as the primary client-facing point of contact.
• Conduct stakeholder workshops, requirement sessions, and status reviews.

Required Qualifications

• 7+ years of Business Analyst experience.
• 3+ years leading enterprise/CX transformation programs.
• Hands‑on experience with Contact Center, CRM, Telephony, or AI‑enabled customer engagement solutions.
• Strong experience gathering API/Middleware integration requirements.
• Proven UAT leadership experience.
• Experience working in Agile/Scrum and/or Waterfall environments.
• Excellent communication, stakeholder management, and client‑facing skills.

Preferred Qualifications

• Experience with Kore.ai, NICE CXone, Genesys, Amazon Connect, Five9, or similar platforms.
• State Government and/or Healthcare domain experience.
• CBAP, PMI‑PBA, or Agile BA certification.
• Global delivery experience with direct client engagement.

Ideal Profile: A senior BSA who can bridge business, technology, integrations, and customer experience, independently drive requirements, and coordinate stakeholders through implementation and UAT.