Business Systems Analyst

Senior Business Systems Analyst

We are seeking a highly technical and experienced Senior Business Systems Analyst to design, implement, and optimize complex contact center routing solutions within a global enterprise environment. This role demands deep expertise in contact center technologies (especially Genesys), system integration, and routing architectures, along with the ability to collaborate effectively across technical and business teams. The candidate will play a critical role in enabling seamless, scalable, and efficient customer contact experiences

Required Technical Skills

• 5+ years of experience in contact center technologies, specifically Genesys or other enterprise contact center platforms.
• Proficiency in Genesys Routing strategies, including ORS, URS, and GRE.
• Experience with API-based integrations, including REST, SOAP, and Web Services.
• Strong skills in SQL, data analysis tools, and reporting frameworks (e.g., Tableau, Power BI).
• Familiarity with JIRA, Confluence, and Agile project management tools.