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Genesys Senior Business Analyst - IMMEDIATE REQUIREMENT
We are seeking IMMEDIATELY an experienced Genesys Senior Business Analyst.
As a Senior Business Analyst, you will take a leadership role in translating business needs into detailed solutions within Genesys Cloud, ServiceNow, and Salesforce environments. You will act as the key liaison between business stakeholders and technical teams to ensure successful, scalable implementations that enhance customer experience and operational efficiency.
Key Responsibilities of Genesys Senior Business Analyst
* Lead end-to-end requirements gathering, analysis, and documentation for Genesys Cloud or Similar systems for contact centre projects integrating with ServiceNow and Salesforce platforms using AI orchestration.
* Collaborate closely with business units, project managers, developers, and third-party vendors to define solution scope, functional specifications, and user stories.
* Support design and configuration of telephony workflows, including IVR, call routing, agent skills, and workforce management aligned with CRM and ITSM workflows.
* Develop and maintain detailed process maps, use cases, and test plans to validate solution delivery.
* Drive user acceptance testing (UAT) and coordinate defect management in collaboration with QA teams.
* Provide mentorship and guidance to junior BAs and coordinate cross-functional stakeholder engagement.
* Facilitate workshops and training sessions to promote adoption and proficiency in integrated solutions.
* Actively participate in Agile ceremonies and contribute to product backlog refinement.
* Manage change requests and assess impact on integrated telephony and CRM systems.
Required Qualifications and Skills for Genesys Senior Business Analyst
* Bachelor’s degree or higher in Business, IT, Telecommunications, or a related field.
* 6+ years of experience as a Business Analyst working with Genesys Cloud, Verint, ServiceNow, and Salesforce, ideally in contact center or customer experience environments.
* Strong knowledge of contact center telephony concepts including IVR, ACD, workforce management, and omnichannel routing.
* Experience with systems integration and data synchronization strategies between Genesys, ServiceNow, and Salesforce.
* Proficient in Agile methodology, requirements lifecycle management, and tools like JIRA, Confluence, or similar.
* Excellent stakeholder management, communication, and interpersonal skills.
* Experience creating detailed functional specifications, process flows, and training documentation.
* Ability to analyze complex business processes and provide solutions that drive operational efficiency and customer satisfaction.
Preferred Experience for Genesys Senior Business Analyst
* Certifications such as CBAP, PMI-PBA, or Agile Scrum Master/Product Owner.
* Exposure to API integrations and middleware platforms.
* Experience in working with Contact center Agent Automation channels, (Virtual Agents, Agent Assist, IVR Agent) AI usecases, and Routing of tickets.
* Enabling AI Platforms (NLP, Conversional AI, Generative AI, and AI Orchestrator)
* Experience with cloud contact center migrations or implementations using Genesys Cloud or similar technologies.
* Familiarity with data analytics tools and KPIs used in contact centers.
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