Senior Business Systems Analyst / Testing Lead - Hybrid

PMO • Columbus, OH

1d • Hybrid

About The Position

The Senior Business Systems Analyst (BSA) / Testing Lead will serve as a key delivery resource supporting Agentic AI and Contact Center Transformation initiatives. This role combines business analysis, requirements management, testing leadership, and production readiness activities across AI-driven customer servicing solutions. This individual will partner closely with Product, Technology, Architecture, Operations, and Vendor teams to ensure business requirements are translated into scalable solutions while maintaining high quality through comprehensive testing strategies.

Requirements

• 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

Nice To Haves

• 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
• Design and execute test strategies for Agentic AI and Contact Center solutions
• Develop functional, integration, regression, UAT, and production validation test plans
• Create and manage test cases covering both happy path and exception scenarios
• Validate AI behavior, workflow execution, API integrations, and customer outcomes
• Document defects and coordinate remediation activities
• Support automation opportunities for AI and API testing
• Support integration initiatives
• Participate in architecture reviews and solution design sessions
• Assist with production readiness, operational runbooks, and deployment validation
• Track dependencies, risks, decisions, and action items
• Support governance reviews including Cyber, AI Governance, Architecture, and TPRM

Benefits

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF, and Illinois)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed