Senior Business Systems Analyst

A little about this gig

Agility Partners is seeking a qualified Senior Business Systems Analyst / Testing Lead – Agentic AI to fill an open position with one of our clients, a leading organization in the financial services industry. This role will support Agentic AI and Contact Center transformation initiatives, combining business analysis, requirements management, testing leadership, and production readiness. The ideal candidate will be comfortable bridging business and technology teams while helping deliver reliable, AI-driven customer experiences.

• Gather and manage business, functional, technical, and operational requirements, translating them into process flows, journey maps, use cases, and user stories.
• Lead testing strategies across AI and Contact Center solutions, including functional, integration, regression, UAT, and production validation testing.
• Validate AI behavior, workflows, API integrations, and customer outcomes while managing defects and coordinating remediation efforts.
• Support program delivery through architecture reviews, production readiness, deployment validation, governance activities, and coordination of risks, dependencies, and decisions.

The ideal candidate

• 5+ years of experience as a Business Systems Analyst, QA Lead, Product Analyst, or similar role.
• Experience working with Contact Center technologies and customer servicing solutions.
• Strong experience testing APIs, web services, integrations, and data-driven workflows.
• Experience writing SQL queries and analyzing data to support testing and business analysis.
• Familiarity with AI/ML, conversational AI, virtual agents, or LLM-based platforms.
• Experience working in Agile delivery environments with requirements management, user stories, acceptance criteria, and backlog prioritization.
• Strong communication and collaboration skills, with the ability to work across Product, Technology, Architecture, Operations, and vendor teams; experience with contact center cloud platforms, IT service management tools, or voice system testing is a plus.

Reasons to love it:

• Work at the intersection of business analysis, testing, and emerging Agentic AI technology.
• Help shape customer-facing solutions across virtual agents, voice AI, authentication, fraud servicing, and API-enabled interactions.
• Partner with a wide range of technical and business teams while gaining exposure to modern AI and Contact Center technologies.
• Play a key role in improving production stability, testing efficiency, and the overall customer experience.