Senior Business Analyst – Genesys Contact Center Technology
1 нед. назад
Senior
genesys cloudgenesys engageivrctiwfmroutingtelephonyrest apis
(TCS) is seeking an experienced Senior Business Analyst with expertise in Genesys Contact Center technologies to lead business analysis and transformation initiatives in customer service and contact center platforms.
Responsibilities
- Gather, analyze and document business, functional and non-functional requirements
- Lead requirement workshops and stakeholder discussions
- Prepare BRDs, FRDs, user stories, process flows and acceptance criteria
- Analyze contact center processes and identify opportunities for automation and optimization
- Define target-state workflows, integrations and solution requirements
- Work closely with architecture, development and business teams
- Support SIT, UAT and production validation
Requirements
- Strong experience in Genesys Cloud / Genesys Engage
- Strong understanding of IVR, CTI, WFM, routing, telephony and reporting/monitoring
- Experience with REST APIs, CRM and enterprise application integrations
- Strong stakeholder management, communication and analytical skills
- Agile/Scrum experience
- 10+ years overall experience
- 5+ years in Contact Center technologies
Nice to have
- CCaaS transformation experience
- AI-powered Contact Center capabilities – Agent Assist, Chatbots, Conversational AI, AI-based summarization
- Banking/Financial Services or Telecom domain experience