Lead Business Systems Analyst - Contact Center

Genesis10 is currently seeking a Lead Business Systems Analyst for a contract to hire position with a Regional Financial Institution located in Columbus, OH or Akron, OH.Pay Range: $50.00 - $65.00 per hour.This is a senior-level individual contributor role responsible for driving complex, enterprise-wide initiatives across business and technology domains. The successful candidate will act as a strategic advisor and subject matter expert supporting the Contact Center Service Delivery Team, providing direction on data, systems, and process optimization across multiple business units and applications.Responsibilities:Lead the design and delivery of complex analytical and systems solutionsDefine and implement data and reporting strategies across the contact center ecosystemEstablish and enforce standards, governance, and best practices for data, reporting, and process designMentor and provide technical leadership to Business Systems Analysts and Data AnalystsInfluence prioritization and roadmap decisions in partnership with leadershipOversee and perform advanced analytics across multiple data platforms (e.g., Snowflake, Tableau, Excel)Architect scalable data pipelines, ETL processes, and reporting frameworksEnsure enterprise-level data integrity, consistency, and governance complianceProvide oversight for vulnerability management reporting and operational analytics frameworksLead analysis of IVR, routing, workforce optimization, and customer journey dataTranslate complex business needs into end-to-end technical solutionsDrive improvements in call routing efficiency, customer experience, and workforce performanceIdentify trends, risks, and optimization opportunities across contact center operationsAct as the primary escalation point for complex incidents, data issues, and cross-team dependenciesLead collaboration across Line of Business, IT, and Vendor teamsPartner with Project Managers to define scope, estimate delivery, and manage execution riskPresent insights, strategies, and recommendations to senior leadershipDrive continuous improvement initiatives across systems, reporting, and analytical processesIdentify and implement automation opportunities to reduce manual effort and increase scalabilityIntroduce new tools, methodologies, and capabilities aligned with industry best practicesRequirements:Proven experience as a domain lead for contact center analytics, systems integration, and operational optimizationAbility to lead large-scale, cross-functional initiatives involving data analytics, system enhancements, and operational transformationServe as the primary liaison between business stakeholders, IT, vendors, and leadershipProvide strategic guidance on contact center platforms (e.g., Genesys), reporting ecosystems, and data architectureExperience with advanced analytics across multiple data platforms (e.g., Snowflake, Tableau, Excel)Ability to architect scalable data pipelines, ETL processes, and reporting frameworksOnly candidates available and ready to work directly as Genesis10 employees will be considered for this position.If you have the described qualifications and are interested in this exciting opportunity, please apply!About Genesis10:Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client.Benefits of Working with Genesis10: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 PlatformMedical, Dental, VisionHealth Savings AccountVoluntary Hospital Indemnity (Critical Illness & Accident)Voluntary Term Life Insurance401KSick Pay (for applicable states/municipalities)Commuter Benefits (Dallas, NYC, SF, and Illinois)For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website www.genesis10.com.Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.