Business Analyst Genesys Contact Centre

Artech LLC

Weehawken Township, NJ

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JOB DETAILS

SALARY

$45–$49 Per Hour

SKILLS

Acceptance Testing, Agile Programming Methodologies, Analysis Skills, Business Analysis, Business Skills, Call Center Operations, Call Centers, Change Management, Cloud Computing, Computer Telephony Integration (CTI), Customer Relationship Management (CRM), Customer Service Operations, Database Technology, Desktop PC, Genesys Solutions, Offshoring, Performance Metrics, Process Flow, Requirements Management, Salesforce.com, Scrum Project Management and Software Development, ServiceNow, Traceability, Voice Chat, Voice Response Systems, Workforce Management

LOCATION

Weehawken Township, NJ

POSTED

6 days ago

Request ID:99900-1
Title: Business Analyst Genesys Contact Centre
Location: Weehawken Township NJ
Duration: 6+ Months
Salary Range: $45- $49 an hour on W2 or C2C

Job Description:
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.

Skills: Business Analysis~Geneys Purecloud~Database Technology
Experience Required: 8-10

Top 3 Required Skills:
" 3+ years working on Contact Centre transformation programmes.
" Hands-on experience with Genesys Cloud CX, Genesys Engage, or comparable CCaaS platforms.
" Knowledge of customer service operations and contact centre KPIs.
Top 3 Preferred Skills:
" BFSI domain experience.
" Experience integrating Genesys with Salesforce, ServiceNow, CRM, or backend platforms.
" Knowledge of IVR, CTI, Workforce Management, and Reporting modules.
Education Requirements: TBD
Years of Experience: 10+ years
Technical Reviewer(s):
1.TBD
2.TBD

JD for this opportunity:
Business Analyst Genesys Contact Centre - ONSITE

Key Responsibilities
" Conduct 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:
o IVR call flows
o Routing strategies
o Agent desktop requirements
o Reporting and analytics requirements
" Manage 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 Skills
" 8+ 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.
" Hands-on experience in:
o Requirements Management
o User Story Creation
o Process Mapping
o Workshop Facilitation
o UAT Coordination
" Experience with Agile/Scrum delivery methodologies.
" Knowledge of customer service operations and contact centre KPIs.
Appreciate your quick response and please feel free to reach me out for any query you may have.

Thanks

Business Analyst Genesys Contact Centre

Artech LLC

Weehawken Township, NJ

About the Company

Artech LLC

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