AL
Business Analyst Genesys Contact Centre
Artech LLC
🇺🇸 United States
On-site
4 weeks ago
$45 – $50 / hour
- Genesys
- Change Management
- Agile
- Scrum
- Salesforce
- ServiceNow
- CRM
4 weeks ago
Title: Business Analyst Genesys Contact Centre
Locations: 100% Onsite: Weehawken, NJÂ
Duration: 6 Months
Pay Range: $45- $50/Hour on W2/C2C (All inclusive)
Role Descriptions:
Skills: Business Analysis, Geneys Purecloud & Database Technology
Experience Required:8-10
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:
- IVR call flowsoRouting strategies
- Agent 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 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.experience in:
- Requirements Management
- User Story CreationoProcess Mapping
- Workshop FacilitationoUAT CoordinationExperience with Agile/Scrum delivery methodologies.
- Knowledge of customer service operations and contact centre KPI
- Preferred Skills
- BFSI domain experience.Experience integrating Genesys with Salesforce| ServiceNow| CRM| or backend platforms.Knowledge of IVR| CTI| Workforce Management| and Reporting modules.
•   Inclusive and diverse work environment
•   Opportunities for professional growth and development
•   Comprehensive health and wellness benefitsÂ
Business Analyst Genesys Contact Centre · Artech LLC