Genesys Business Analyst

TELUS Digital
Full-time
Remote
Worldwide

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.