BA Program Lead

Job Description
Insight Global is seeking a Lead Business Systems Analyst to support one of the leading banks, focused on advanced contact centre transformation initiatives. This individual will act as a senior SME and strategic contributor, driving the design, integration, and optimization of CCaaS (Contact Centre as a Service) solutions, including AIVA, Agentic AI, chat, and CRM platforms.
This role is highly cross-functional and requires end-to-end ownership across solutioning, integration strategy, and delivery, partnering closely with business, architecture, and engineering teams.

Key Responsibilities include the following:
Strategic Requirements Leadership
Lead engagement with business stakeholders to define, challenge, and refine requirements across contact centre operations and digital channels. Drive alignment between business needs and scalable technical solutions.

Solution Design Ownership
Partner with architects and engineering teams to shap...