BSA Consultant

Role: CRM / Telephony / Conversational Bots SME (BSA Consultant)

Domain Preference: State Government / Healthcare
Experience: 7+ years BA experience; 3+ years leading enterprise CX transformation initiatives

Location Preference:Minneapolis, MN proximity

Flexibility:Candidate can be located anywhere in the U.S.

Key Responsibilities

• Lead requirements discovery workshops across business, operations, technology, and client stakeholders.
• Own requirements traceability and translate business needs into user stories, process flows, and acceptance criteria.
• Define integration requirements across CRM, telephony, conversational AI, and enterprise systems.
• Support solution design, development, implementation, UAT, and business validation.
• Serve as the primary client-facing SME and coordinate status reviews/workshops.

Required Skills

• Strong Business Analyst background with enterprise-scale programs.
• Experience with Contact Center, CRM, Telephony, or AI-enabled customer engagement solutions.
• API, middleware, integration requirements, data mapping, and interface design experience.
• UAT leadership and Agile/Scrum/Waterfall experience.
• Excellent communication and stakeholder management skills.

Preferred Skills

• CCaaS / Omnichannel platforms.
• Genesys, NICE CXone, Amazon Connect, Five9, Kore.ai, or similar technologies.
• State Government or Healthcare domain experience.
• CBAP, PMI-PBA, Agile certifications.
• Experience working in global delivery models with direct client engagement.

Priority will be given to strong profiles with Contact Center modernization, CRM integration, CCaaS, Conversational AI, Healthcare, or State Government experience.