Senior Business Systems Analyst (Contact Center)

Location: Columbus, OH; office workplace type. Applicants must be currently authorized to work full-time in the United States. No immigration sponsorship is available.

Company

hirify.global is a banking organization delivering technology solutions for contact-center operations and customer experience.

What you will do

• Partner with business stakeholders and technology teams to identify needs, analyze operational challenges, and define requirements.
• Document business and functional requirements, user stories, acceptance criteria, process flows, use cases, and business rules.
• Collaborate with Product Leaders, Architects, and Engineers on solution options, process redesign, workflow optimization, risks, and dependencies.
• Configure Genesys through the CX3 user interface and support contact-center technology initiatives.
• Participate in Agile ceremonies, backlog grooming, solution reviews, and delivery discussions.
• Support test planning, user acceptance testing, defect triage, stakeholder communication, change management, and operational readiness.

Requirements

• Bachelor’s degree in business, Information Technology, Computer Science, or a related field, or at least 8 years of relevant experience in lieu of a degree.
• At least 4 years of experience in business analysis, product support, technology delivery, or a related area.
• Experience gathering and documenting business requirements and working with business and technical teams.
• Strong analytical, problem-solving, written, and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Current authorization to work full-time in the United States; immigration sponsorship is not available.

Nice to have

• Experience with Agile or Scrum delivery methodologies and 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.

Culture & Benefits

• Office-based workplace with specific work arrangements communicated by the hiring team.
• Some positions may support a flexible combination of in-office and work-from-home time.
• Exempt position and not eligible for overtime pay.
• Equal opportunity and tobacco-free hiring practices.