Senior IT Systems Analyst, Contact Center Technology & Operations

Senior IT Systems Analyst, Contact Center Technology & Operations We are seeking a highly skilled and experienced Senior IT Systems Analyst with a strong background in Contact Center operations to join our Contact Center Transformation Program. The ideal candidate will work closely with the product owner and business stakeholders to create a charter, vision, backlog, epics, features, and more. This individual will coordinate and support new feature processes for Contact Center Operations and Technology Enablement. A firm knowledge of Genesys Cloud Platform and Dynamics 365 is essential to align platform capabilities with business needs. Key Responsibilities: Collaborate with the product owner and business stakeholders to define the project charter, vision, and roadmap. Develop and maintain the product backlog, including epics, features, and user stories. Coordinate and support new feature processes for Contact Center Operations and Technology Enablement. Ensure alignment of platform capabilities of Genesys Cloud Platform and Dynamics 365 with business requirements. Communicate effectively with technical teams and business stakeholders to ensure alignment and transparency. Provide guidance and support to the development team to ensure successful delivery of project goals. Monitor and report on project progress, risks, and issues. Manage and resolve ServiceNow tickets for contact center operations, delivering Level 1 support for routine inquiries and issues reported by contact center agents and leadership within the Genesys Cloud telephony environment. Qualifications: Minimum 7+ years' experience in a Business Systems Analyst role Proven experience as a Senior IT Systems Analyst or similar role in Contact Center operations. Strong knowledge of Genesys Cloud Platform and Dynamics 365. Excellent communication and interpersonal skills to work effectively with business stakeholders and technical teams. Knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices. Experience working in Microsoft Office & relevant Diagramming Software (e.g. Lucid, Visio, etc.), as well as technical aptitude & experience within a specific domain. Strong analytical and problem-solving skills. Ability to prioritize and manage multiple tasks in a fast-paced environment. Bachelor's degree in computer science, Information Technology, or a related field is preferred. Preferred Skills: Experience in Contact Center transformation related projects. Certification in relevant technologies or methodologies (e.g., Genesys Cloud, Dynamics 365, Agile/Scrum). Experience in Banking Industry ClifyX