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# Business Analyst - Genesys Cloud CX & AI

- **Company:** Ascii Group, LLC
- **Location:** Houston, TX, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Agile Methodology, Artificial Intelligence, Interactive Voice Response, Information Systems, Routing, Scrum Methodology, Requirements Management, Chatbots, Genesys, Information Technology
- **Published:** July 28, 2026
- **Apply:** https://www.dice.com/job-detail/cf5afc5f-cd91-4ae9-9f1c-46546b7c548a

## About the Role

* 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.

## Description

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.


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