Business Analysis & Requirements Management - Meet with business customers to understand objectives, challenges, and desired outcomes. - Translate business needs into clear, comprehensive requirements, userstories,processflows,andacceptance criteria. - Recommend best practices, standards, and solution approaches based on industry knowledge andsystemcapabilities. - Perform impact assessments and provide cost and effort estimations for proposed solutions.Project Ownership & Delivery - Manage work from initial request through full implementation, ensuring timelines, scope, and quality expectations aremet.- Maintain alignment between business priorities and technical execution throughouttheprojectlifecycle.managers,stakeholders, and cross-functional teams informed with clear, proactive communication.- Coordinate with development,testing,architecture, and operational teams to drive successful outcomes.Genesys Cloud CX Expertise - Support business and technical teams in the design and enhancement of contact center call flows, bot flows, and associated customer-nteraction systems.- Collaborate with teams working on related Genesys modules-including Workforce Engagement Management (WEM), Speech &TextAnalytics,Quality&Compliance,andotherCXoptimizationtools.EnsurerequirementsforIVA/IVRflows,routingstrategies,analytics,andreportingalignwithcustomerexperiencegoals.AgileDelivery&WorkManagement WorkwithinAgileteamstowrite,refine,andmanagefeatures,epics,anduserstories.UtilizetoolssuchasAzureDevOps(ADO)orsimilarAgilemanagementplatformstotrackwork,documentupdates,andmaintaintransparencyicipateinstandups,sprintplanning,refinementsessions,andretrospectives.Qualificatio
Proven experience defining and managing business and technical requirements from concept to delivery.
Hands-on experience with Genesys Cloud CX, including call flows, bot flows, and other CX modules.
Experience working in Agile environments, including writing and refining features and user stories.
