Role Descriptions: Business Analyst Genesys Contact Centre - ONSITEKey ResponsibilitiesConduct workshops with business stakeholders and contact centre operations teams.Gather| analyse| and document business requirements| user stories| process flows| and acceptance criteria.Define future-state customer journeys across voice| chat| email| and digital channels.Work with Genesys architects to define:oIVR call flowsoRouting strategiesoAgent desktop requirementsoReporting and analytics requirementsManage requirements traceability from discovery through implementation.Support SIT| UAT| and production readiness activities.Coordinate with offshore delivery teams and business users.Support release planning and change management activities.Required Skills8+ years of Business Analysis experience.3+ years working on Contact Centre transformation programmes.Hands-on experience with Genesys Cloud CX| Genesys Engage| or comparable CCaaS platforms.experience in:oRequirements ManagementoUser Story CreationoProcess MappingoWorkshop FacilitationoUAT CoordinationExperience with Agile/Scrum delivery methodologies.Knowledge of customer service operations and contact centre KPIs.Preferred SkillsBFSI domain experience.Experience integrating Genesys with Salesforce| ServiceNow| CRM| or backend platforms.Knowledge of IVR| CTI| Workforce Management| and Reporting modules.
Essential Skills: Business Analyst Genesys Contact Centre - ONSITEKey ResponsibilitiesConduct workshops with business stakeholders and contact centre operations teams.Gather| analyse| and document business requirements| user stories| process flows| and acceptance criteria.Define future-state customer journeys across voice| chat| email| and digital channels.Work with Genesys architects to define:oIVR call flowsoRouting strategiesoAgent desktop requirementsoReporting and analytics requirementsManage requirements traceability from discovery through implementation.Support SIT| UAT| and production readiness activities.Coordinate with offshore delivery teams and business users.Support release planning and change management activities.Required Skills8+ years of Business Analysis experience.3+ years working on Contact Centre transformation programmes.Hands-on experience with Genesys Cloud CX| Genesys Engage| or comparable CCaaS platforms.experience in:oRequirements ManagementoUser Story CreationoProcess MappingoWorkshop FacilitationoUAT CoordinationExperience with Agile/Scrum delivery methodologies.Knowledge of customer service operations and contact centre KPIs.Preferred SkillsBFSI domain experience.Experience integrating Genesys with Salesforce| ServiceNow| CRM| or backend platforms.Knowledge of IVR| CTI| Workforce Management| and Reporting modules.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.