Description

Analyze business processes and implement Genesys-based solutions to enhance customer engagement and satisfaction.

This role is on-site.

Responsibilities

• Analyze business processes to identify improvements and recommend CX-focused solutions.
• Define and document business requirements, functional specifications, use cases, and user stories.
• Collaborate with IT, Operations, and stakeholders to align development with customer experience strategy.
• Partner with testing teams to ensure solutions meet requirements and are ready for production.
• Support end-users during user acceptance testing and facilitate necessary training.

Required Skills

• 5+ years of experience as a Business Analyst.
• Hands-on experience with the Genesys platform.
• Experience developing and implementing CX solutions, specifically in AI and Chatbot environments.
• Proficiency in Agile methodology and working within Agile environments.
• Ability to translate complex technical concepts for non-technical audiences.
• Strong analytical skills for managing complex business processes.
• Experience working with cross-functional teams and business stakeholders.

Preferred Skills

• Degree in Computer Science, Information Technology, or a related field.

Key Skills

Education

Any Graduate