Senior Business Systems Analyst: CRM, Telephony & AI

Tech3pillars Technologies; Virginia (MN); On-site; USD 110,000 - 150,000; Full time

Job summary

Tech3pillars Technologies is seeking an experienced Business Systems Analyst Consultant to act as the single functional SME, owning requirements end-to-end across CRM, telephony, and conversational AI/bots. State Government and Healthcare domain experience is preferred.

You will lead requirements discovery across business, ops, and tech, translate needs into user stories, define integrations, and support design, UAT, and client workshops, while serving as the primary client-facing contact.

Qualifications

• Bachelor's degree; 7+ years BA experience; 3+ years leading enterprise/CX transformation programs.
• Hands-on with Contact Center, CRM, Telephony, or AI-enabled customer engagement solutions.
• API/middleware integration requirements experience.
• UAT leadership experience; Agile/Scrum/Waterfall exposure.
• Super communication skills.

Responsibilities

• Lead requirements discovery across business, ops, tech, and client stakeholders for contact center, CRM, telephony, and AI-driven solutions.
• Own requirements traceability; translate business needs into user stories, process flows, and acceptance criteria.
• Define integration requirements across CRM, telephony, AI platforms, and enterprise systems (APIs, data mapping, interfaces).
• Support design/dev/implementation phases; lead UAT and business validation.
• Serve as primary client-facing point of contact; run workshops and status reviews.

Skills

Requirements discovery

Stakeholder management

UAT leadership

Agile methodologies

Communication

CX transformation

Education

Bachelor's degree

Tools

Kore.ai

NICE CXone

Genesys

Amazon Connect

Five9

Job description

Tech3pillars Technologies is seeking an experienced Business Systems Analyst Consultant to act as the single functional SME, owning requirements end-to-end across CRM, telephony, and conversational AI/bots. State Government and Healthcare domain experience is preferred.

You will lead requirements discovery across business, ops, and tech, translate needs into user stories, define integrations, and support design, UAT, and client workshops, while serving as the primary client-facing contact.