Genesys Business Analyst
Location: US and Canada (Remote)
Department: IT/Business Analysis
Job 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.