Business Analyst

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Role Descriptions: Business Analyst Genesys Contact CentreKey ResponsibilitiesConduct 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:oIVR call flowsoRouting strategiesoAgent 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 Skills8+ 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:oRequirements ManagementoUser Story CreationoProcess MappingoWorkshop FacilitationoUAT CoordinationExperience with Agile/Scrum delivery methodologies.Knowledge of customer service operations and contact centre KPIs.Preferred SkillsBFSI domain experience.Experience integrating Genesys with Salesforce| ServiceNow| CRM| or backend platforms.Knowledge of IVR| CTI| Workforce Management| and Reporting modules.
Essential Skills: Business Analyst Genesys Contact CentreKey ResponsibilitiesConduct 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:oIVR call flowsoRouting strategiesoAgent 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 Skills8+ 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:oRequirements ManagementoUser Story CreationoProcess MappingoWorkshop FacilitationoUAT CoordinationExperience with Agile/Scrum delivery methodologies.Knowledge of customer service operations and contact centre KPIs.Preferred SkillsBFSI domain experience.Experience integrating Genesys with Salesforce| ServiceNow| CRM| or backend platforms.Knowledge of IVR| CTI| Workforce Management| and Reporting modules.

Skills: Business Analysis~Geneys Purecloud~Database Technology Experience Required: 8-10

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Vacancy posted 2 days ago

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