Administrative Skills, Agile Programming Methodologies, Analysis Skills, Backlog Prioritization, Banking Services, Best Practices, Business Analysis, Business Solutions, Call Center Operations, Call Centers, Channel Support, Cloud Computing, Communication Skills, Cross-Functional, Customer Experience, Customer Relations, Customer Support/Service, Detail Oriented, DevOps, Document Management, Documentation, English Language, Financial Services, Genesys Solutions, Identify Issues, Knowledge Base, Maintain Compliance, Maintenance Services, Microsoft ADO (ActiveX Data Object), Microsoft Windows Azure, Multicultural, Operational Support, Performance Metrics, Problem Solving Skills, Process Flow, Project Tracking, Quality Management, Quality Metrics, Regulations, Requirements Management, Risk, Software Administration, Sprint Planning, Standup Meetings, Systems Analysis, Technical Writing, Test Plan/Schedule, User Interface Design, Voice Response Systems, Workforce Management
Job Title: Sr BSA with Genesys Contact Centre
Duration- Fulltime Permanent
Location: Phoenix, AZ (Onsite From Day 1)
Job Description:
Sr BSA with Genesys Contact Centre
Business Analysis & Requirements Management
" Engage with business stakeholders to understand objectives, challenges, and desired outcomes related to the Genesys Cloud CX platform.
" Translate business needs into clear and comprehensive business and technical requirements, including user stories, process flows, functional specifications, and acceptance criteria.
" Recommend industry best practices, standards, and solution approaches aligned with Genesys Cloud capabilities and banking requirements.
" Perform impact analysis and provide high-level cost, effort, and risk estimates for proposed solutions.
Genesys Cloud CX Support & Administration
" Provide application support and administration for the Genesys Cloud CX platform in a multi-cultural, enterprise environment.
" Deliver excellent customer service by resolving incidents, service requests, and inquiries related to Genesys Cloud CX.
" Manage and resolve tickets and production incidents, including high-priority and critical issues, in collaboration with cross-functional teams.
" Utilize strong analytical and troubleshooting skills to diagnose system issues and support operational stability.
" Create, update, and maintain technical documentation, knowledge base articles, and troubleshooting guides for internal teams and end users.
Project Ownership & Delivery
" Own initiatives from initial request through design, development, testing, and production deployment.
" Ensure delivery is aligned with agreed timelines, scope, quality standards, and business priorities.
" Collaborate closely with development, testing, architecture, and operations teams to ensure successful implementation.
" Provide clear, proactive, and consistent communication to managers, stakeholders, and cross-functional teams.
Genesys Cloud CX Functional Expertise
" Support the design, enhancement, and optimization of contact center solutions, including call flows, IVR/IVA flows, and bot workflows.
" Partner with teams supporting Genesys modules such as Workforce Engagement Management (WEM), Quality Management, Speech & Text Analytics, and other CX optimization tools.
" Ensure routing strategies, reporting, analytics, and customer interaction designs align with enterprise customer experience goals and regulatory expectations.
Agile Delivery & Work Management
" Work within Agile delivery teams to define, refine, and manage epics, features, and user stories.
" Use Agile tools such as Azure DevOps (ADO) or equivalent platforms to track work, manage documentation, and ensure transparency.
" Actively participate in Agile ceremonies including daily stand-ups, sprint planning, backlog refinement, and retrospectives.
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Required Qualifications
" 10+ years of experience as a Business Systems Analyst, Senior Analyst, or similar role.
" 2+ years of hands-on experience supporting Genesys Cloud CX in an enterprise environment.
" Strong experience gathering, documenting, and managing business and technical requirements end-to-end.
" Proven experience working in Agile environments with expertise in user story creation and backlog management.
" Excellent English communication skills, with strong problem-solving and analytical capabilities.
" Strong documentation, facilitation, organizational, and stakeholder management skills.
" Ability to manage multiple initiatives concurrently with attention to detail and quality.
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Preferred Qualifications
" Experience in the banking or financial services industry, including exposure to regulatory and compliance-driven environments.
" Experience with Genesys add-on modules such as WEM, Speech & Text Analytics, Quality Management, or Compliance tools.
" Prior experience working with contact center operations teams and a solid understanding of call center KPIs, workflows, and optimization strategies.