Job Title: Sr Business Analyst - AI/ML

Type: 12+ month contract

Compensation: $53/HR

Contractor Work Model: Remote – offsite

Overview

We’re looking for a strong Senior Business Analyst to help improve the member IVR experience for a healthcare environment. This is a hands-on role for someone who can own requirements end-to-end, communicate confidently in cross-functional forums, and turn insights from member call flows/call listening into clear, actionable user stories and use cases.

This team needs a BA who doesn’t need coaching, can speak up in task-force meetings, and consistently produces high-quality requirements documentation.

What you’ll do

• Partner with a cross-functional task force (business + technology) to improve IVR/member experience and reduce friction in call flows.
• Listen to member calls / review call flows to identify issues, patterns, and opportunities to improve the member journey.
• Translate findings into use cases, user stories, acceptance criteria, and documented requirements.
• Lead/participate in requirements workshops and working sessions; ask the right questions and confirm alignment.
• Work closely with the Scrum team (development + QA/testing) to support implementation, grooming/refinement, and delivery.
• Ensure requirements are clear, testable, and complete—and that solutions meet the intended outcomes.

Tools / environment

• IVR platform: Kore.ai (primary)
• Additional platforms: NICE (nice to have), open to Genesys or other IVR/contact center platforms
• Documentation & delivery: Jira + Confluence (required)

Must-have qualifications

• Senior-level Business Analyst experience (able to operate independently; no hand-holding)
• Healthcare domain experience required (recent preferred, not required)
• Strong experience with Jira and Confluence for requirements/user stories/documentation
• Highly analytical (can break down call flows, identify gaps, and propose improvements)
• Excellent communication (clear, concise, and confident with cross-functional groups)
• Proactive in meetings—comfortable speaking up, challenging assumptions, and contributing ideas
• Strong documentation discipline (organized, accurate, and consistent)

Nice-to-have

• AI / ML exposure (especially as it relates to conversational experiences)
• Call center / contact center experience (especially listening to calls and deriving requirements from them)

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #851-Rockville-S1