Contact Center Business Analyst (Remote)

Job Description

Job Description

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.*

Business Analyst – Genesys Cloud CX Transformation

Looking for a proactive, client-facing BA who can independently lead requirement discussions and bridge business and technical teams.

Experience : 5+ Years

Role : Drive requirements gathering, client workshops, BRD/FRD creation, process mapping, and UAT support for contact center modernization projects involving migration from Avaya/Cisco to Genesys Cloud CX, including IVR, IVA, Voice AI, routing, reporting, and integrations.

Must-Have Skills:

· Business Analysis (BRD, FRD, User Stories, Process Flows)

· Genesys Cloud CX knowledge

· Contact Center domain experience

· IVR / IVA / Conversational AI understanding

· Client & stakeholder management

· Agile delivery experience

· Strong communication and documentation skills

Preferred :

· Avaya/Cisco to Genesys migration experience

· Exposure to AI tools and automation initiatives

Kaleidoscope, an Infosys Company, is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.