Role Overview:This role is for a Business Analyst specializing in Genesys Contact Centre solutions. The successful candidate will be responsible for conducting workshops, gathering and documenting business requirements, defining future-state customer journeys, and collaborating with Genesys architects to design IVR call flows, routing strategies, and agent desktop requirements. The role also involves managing requirements traceability, supporting testing phases (SIT, UAT), coordinating with offshore teams, and assisting with release planning and change management activities.
Key Responsibilities:- Conduct workshops with business stakeholders and contact centre operations teams.
- Gather, analyze, 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 flows, routing strategies, agent desktop requirements, and reporting and analytics requirements.
- Manage 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.
- Experience in User Story Creation.
- Experience in Process Mapping.
- Experience in Workshop Facilitation.
- Experience in UAT Coordination.
- Experience with Agile/Scrum delivery methodologies.
- Knowledge of customer service operations and contact centre KPIs.
Qualifications:- 8+ years of Business Analysis experience.
- 3+ years working on Contact Centre transformation programmes.
Preferred Skills:- BFSI domain experience.
- Experience integrating Genesys with Salesforce, ServiceNow, CRM, or backend platforms.
- Knowledge of IVR, CTI, Workforce Management, and Reporting modules.
