Lead Business Systems Analyst
Job Summary
Providing delivery leadership and portfolio governance support for the Contact Center Technology organization, the remote contract Lead Business Systems Analyst will coordinate strategic initiatives, executive reporting, capacity planning, and financial management across a diverse portfolio of transformation and production-support programs.
Key responsibilities
- Manage enterprise Contact Center and AI transformation portfolios, ensuring strategic alignment and execution transparency
- Prepare executive-level presentations and status updates, including quarterly business reviews and leadership dashboards
- Facilitate cross-functional collaboration among product, operations, architecture, development, testing, cybersecurity, and vendors
Required qualifications
- 7+ years in Portfolio Management, Program Management, or Technology Delivery Leadership
- Experience managing enterprise technology portfolios and producing governance reporting
- Advanced proficiency with data platforms (Snowflake, SQL, ETL frameworks) and reporting tools (Tableau, Excel, Power BI)
- Strong understanding of IVR systems, call routing, and workforce optimization
- Familiarity with Contact Center operations and AI initiatives preferred
Complete Job Description
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