Genesys Business System Analyst
Open to Canada and the US (100% REMOTE)
š Weāre Hiring: Genesys Business System Analyst
Are you ready to play a key role in launching a cutting-edge Genesys Contact Center as a Service (CCaaS) solution? Weāre looking for a Genesys Business System Analyst to join our team and help define the requirements, shape the solution, and ensure a successful implementation that drives exceptional customer experiences.
š What Youāll Do
Requirements Gathering
- Partner with business users, IT teams, and external vendors to capture detailed requirements
- Lead interviews, workshops, and cross-functional sessions
Analysis & Documentation
- Analyze business processes and identify improvement opportunities
- Create user stories, use cases, process flows, and functional specs
Stakeholder Engagement
- Act as the liaison between business stakeholders and the technical implementation team
- Ensure smooth communication and alignment throughout the project
Solution Design
- Collaborate with architects and developers to design solutions that meet business needs
- Support configuration and customization of the Genesys CCaaS platform
Testing & Validation
- Develop and execute test plans
- Coordinate and support User Acceptance Testing (UAT)
Project Support
- Provide hands-on support throughout the entire project lifecycle
- Assist with post-launch follow-up, troubleshooting, and continuous improvement
š Qualifications
- Bachelorās degree in Business Administration, IT, or related field
- Proven experience as a Business Analyst in a contact center or CCaaS environment
- Strong knowledge of Genesys CCaaS or similar platforms
- Excellent analytical and problem-solving skills
- Strong documentation and process-mapping skills
- Outstanding communication and stakeholder-management abilities
ā Preferred Skills
- Experience with Agile methodologies
- Business Analysis certifications (CBAP, CCBA, etc.)
- Familiarity with project management tools