Business Analyst - Genesys Cloud CX & AI

Contact Center & AI Transformation

• Lead business analysis activities for Genesys Cloud migrations and contact center modernization initiatives.

• Define and document business requirements for Genesys AI capabilities, including:

• Agent Assist
• Automated Post-Call Work (ACW) Summarization
• AI-Driven Quality Management and Post-Interaction Analysis
• Intelligent Routing and Workforce Optimization capabilities

Partner with business and operations teams to identify opportunities for automation, productivity improvements, and enhanced customer experiences.

Evaluate current and future-state business processes and recommend technology-enabled solutions.

Business Analysis & Requirements Management

• Determine, analyze, and document business, functional, and user requirements.
• Develop process flows, business rules, use cases, data mappings, and functional specifications.
• Apply industry-standard business analysis and system design methodologies to define scalable solutions.

• Translate product roadmap initiatives into well-defined requirements, including:

• Features
• Epics
• User Stories
• Acceptance Criteria

Conduct stakeholder interviews, workshops, and requirements-gathering sessions.

Agile Product Delivery

• Operate within an Agile/Scrum environment, collaborating closely with Product Owners and Scrum Teams.
• Refine priorities, manage backlogs, identify dependencies, and outline milestones and deliverables.
• Facilitate backlog grooming, sprint planning, and requirements clarification sessions.
• Identify project risks, gaps, and opportunities and communicate recommendations proactively.

• Bachelor’’s degree in Business, Information Systems, Computer Science, or related field.
• 7+ years of Business Analysis experience supporting enterprise technology initiatives.
• Experience with Genesys Cloud CX implementations, migrations, or enhancements.
• Experience delivering AI-enabled customer service capabilities, such as Agent Assist, automated call summarization, or conversation intelligence solutions.
• Strong Agile/Scrum experience with user story creation, backlog management, and sprint delivery.
• Expertise in process mapping, requirements elicitation, and stakeholder management.
• Experience managing and coordinating UAT activities.
• Strong analytical, communication, facilitation, and problem-solving skills., * Experience with Contact Center as a Service (CCaaS) platform.
• Knowledge of Customer Experience (CX), Voice of Customer (VoC), IVR, chatbot, and omnichannel service operations.
• Experience with quality management, workforce optimization, and conversational AI solutions.