Job Details

Job Title: Genesys Business Analyst
Location: Remote (EST Hours)
Long Term Contract

Job Description:

We are looking for an experienced Genesys Business Analyst to support our contact center transformation initiatives. The ideal candidate will act as the liaison between business stakeholders and the technical team, with deep knowledge of Genesys Cloud CX or Genesys Engage platforms.

Key Responsibilities:

• Gather, analyze, and document business requirements related to Genesys contact center capabilities.
• Collaborate with cross-functional teams including business, IT, and vendors to deliver scalable Genesys solutions.
• Translate business needs into functional specifications and user stories.
• Participate in system design, configuration reviews, and UAT planning.
• Provide input on IVR flows, call routing, workforce management, and reporting features.
• Support change management, training, and adoption of new features or enhancements.
• Maintain documentation, process flows, and SOPs for ongoing support.

• Experience Required: 10+ Years (Overall IT), 5-8 Years in Business Analysis.
• 3-5+ years of experience working with Genesys platforms (Cloud CX or Engage).
• Strong understanding of contact center operations and customer experience workflows.
• Proficient in requirements gathering, process mapping, and stakeholder communication.
• Experience in Agile/Scrum environments.
• Familiarity with tools like JIRA, Confluence, Visio, etc.
• Excellent verbal and written communication skills.