BA Testing Lead

Drive digital transformation as a Senior Business Systems Analyst / Testing Lead for Huntington’s Agentic AI and Contact Center initiatives. This high-impact, fully remote contract role blends business analysis, testing leadership, and solution delivery across AI-powered customer servicing platforms. Collaborate with cross-functional teams to build, test, and launch innovative virtual agent, voice AI, customer authentication, and fraud servicing solutions. Influence the future of customer experience while growing your expertise in cutting-edge AI technologies., Analyze and document business, functional, technical, and operational requirements for AI and Contact Center solutions

• Design process flows, journey maps, use cases, and user stories for complex customer interactions
• Develop, manage, and trace requirements throughout the project lifecycle, ensuring clear acceptance criteria and prioritization
• Lead end-to-end testing strategies, including functional, integration, regression, UAT, and production validation
• Build and manage comprehensive test cases for both standard and exception scenarios, validating AI behavior, API integrations, and customer outcomes
• Identify and document defects, coordinate remediation, and drive continuous quality improvements
• Support automation opportunities for AI and API testing to increase efficiency
• Participate in architecture reviews, solution design sessions, and production readiness activities
• Track project dependencies, risks, and action items, supporting governance and compliance reviews

5+ years’ experience as a Business Systems Analyst, QA Lead, or Product Analyst

• Proven expertise with Contact Center technologies
• Hands-on experience testing APIs and web services
• Proficiency in writing SQL queries and analyzing data
• Familiarity with AI/ML, conversational AI, virtual agents, or LLM-based platforms
• Strong understanding of Agile delivery methodologies

Preferred Skills

• Experience with Genesys Cloud and ServiceNow
• Ability to test and validate voice systems, Desired Qualifications · 5+ years as Business Systems Analyst QA Lead or Product Analyst · Experience with Contact Center technologies · Experience testing APIs and web services · Experience writing SQL queries and analyzing data · Familiarity with AI/ML Conversational AI virtual agents or LLM-based platforms · Experience with Agile delivery methodologiesPreferred knowledge of Genesys Cloud ServiceNow and ability to test voice systems

100% remote work for ultimate flexibility

• Exposure to transformative AI and digital customer service technologies
• Collaborate with leading professionals in AI, technology, and operations
• Opportunity to deliver high-visibility projects and enhance your career in a rapidly growing area
• Competitive contract compensation