Job Title

Genesys Business AnalystLocation: US and Canada (Remote)Department: IT/Business AnalysisJob Summary:The Genesys Business Analyst will play a crucial role in building and defining the requirements for the launch of the Genesys Contact Center as a Service (CCaaS) solution. This role involves working closely with stakeholders to gather, analyze, and document business requirements, ensuring that the implementation aligns with organizational goals and customer needs.Key Responsibilities:Requirements Gathering:Collaborate with stakeholders, including business users, IT teams, and external vendors, to gather and document detailed business requirements for the Genesys CCaaS launch.Conduct interviews, workshops, and meetings to capture needs and expectations.Analysis and Documentation:Analyze business processes and workflows to identify opportunities for improvement and automation.Prepare comprehensive requirements documentation, including user stories, use cases, process flows, and functional specifications.Stakeholder Engagement:Serve as the primary point of contact between business stakeholders and the project implementation team.Facilitate communication and ensure alignment between business needs and technical solutions.Solution Design:Work with the technical team to design solutions that meet business requirements.Ensure that the Genesys CCaaS solution is configured and customized to support business objectives.Testing and Validation:Develop and execute test plans to validate that the implemented solution meets the defined requirements.Coordinate user acceptance testing (UAT) and gather feedback for continuous improvement.Project Support:Provide ongoing support throughout the project lifecycle, including post-launch support and issue resolution.Monitor project progress and report on the status to stakeholders.Qualifications:Bachelor's degree in Business Administration, Information Technology, or a related field.Proven experience as a Business Analyst, preferably in a contact center or CCaaS environment.Strong knowledge of Genesys CCaaS or similar contact center solutions.Excellent analytical and problem-solving skills.Proficiency in documenting business requirements and process flows.Strong communication and interpersonal skills.Preferred Skills:Experience with Agile methodologies and tools.Certification in Business Analysis (CBAP, CCBA, or similar) is a plus.Familiarity with project management tools and software.