Request ID: 103923-1
Title: Business Analyst Genesys Contact Centre
Locations: 100% Onsite: Weehawken, NJ
Duration: 6 Months
Pay Range: $45- $50/Hour on W2/C2C (All inclusive)
Role Descriptions:
Skills: Business Analysis, Geneys Purecloud & Database Technology Experience Required: 8-10 Key Responsibilities
Conduct workshops with business stakeholders and contact centre operations teams.Gather| analyse| 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 flowsoRouting strategies
Agent desktop requirementsoReporting and analytics requirementsManage 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
User Story CreationoProcess Mapping
Workshop FacilitationoUAT CoordinationExperience with Agile/Scrum delivery methodologies.
Knowledge of customer service operations and contact centre KPI
Preferred Skills
BFSI domain experience.Experience integrating Genesys with Salesforce| ServiceNow| CRM| or backend platforms.Knowledge of IVR| CTI| Workforce Management| and Reporting modules.
Company Benefits & Culture
• Inclusive and diverse work environment
• Opportunities for professional growth and development
• Comprehensive health and wellness benefits
Numbers & Facts
Location
Weehawken, NJ
Salary
$45–$50 Per Hour
Skills
Acceptance Testingunmatched
Agile Programming Methodologiesunmatched
Analysis Skillsunmatched
Business Analysisunmatched
Call Center Operationsunmatched
Call Centersunmatched
Change Managementunmatched
Cloud Computingunmatched
Computer Telephony Integration (CTI)unmatched
Customer Relationship Management (CRM)unmatched
Customer Service Operationsunmatched
Desktop PCunmatched
Genesys Solutionsunmatched
Offshoringunmatched
Performance Metricsunmatched
Process Flowunmatched
Requirements Managementunmatched
Salesforce.comunmatched
Scrum Project Management and Software Developmentunmatched
ServiceNowunmatched
Traceabilityunmatched
Voice Response Systemsunmatched
Workforce Managementunmatched
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