Sr BSA with Genesys Contact centre

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.

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.

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. JConnect Infotech