Genesys Business Analyst

TELUS Digital; Canada; Remote; CAD 90,000 - 100,000; Full time

Job summary

An established industry player is seeking a talented Genesys Business Analyst to join their dynamic Global Talent Acquisition Team. This pivotal role involves collaborating with stakeholders to gather and document business requirements for the innovative Genesys Contact Center as a Service (CCaaS) solution. You will engage with various teams to ensure the implementation aligns with organizational goals and customer needs. If you have a strong background in business analysis, particularly in contact center environments, and possess excellent problem-solving skills, this opportunity could be your next career step. Join a forward-thinking company that values collaboration and continuous improvement.

Qualifications

• Proven experience as a Business Analyst in a contact center or CCaaS environment.
• Strong knowledge of Genesys CCaaS or similar contact center solutions.

Responsibilities

• Gather and document detailed business requirements for the Genesys CCaaS launch.
• Analyze business processes and workflows to identify opportunities for improvement.

Skills

Business Analysis

Stakeholder Engagement

Documentation Skills

Analytical Skills

Problem-Solving

Agile Methodologies

Education

Bachelor's degree in Business Administration

Bachelor's degree in Information Technology

Tools

Project Management Tools

Job description

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from TELUS Digital

Sr. Leader - Global Talent Acquisition Team at TELUS Digital (Stakeholders Management/ Delivery/ Corporate Hiring)

Genesys Business Analyst

Location: US and Canada (Remote)

Department: IT/Business Analysis

Job Summary:

The Genesys Business Analyst will play a crucial role in building and defining the requirements for the launch of the Genesys Contact Center as a Service (CCaaS) solution. This role involves working closely with stakeholders to gather, analyze, and document business requirements, ensuring that the implementation aligns with organizational goals and customer needs.

Key Responsibilities:

1. Requirements Gathering:
   • Collaborate with stakeholders, including business users, IT teams, and external vendors, to gather and document detailed business requirements for the Genesys CCaaS launch.
   • Conduct interviews, workshops, and meetings to capture needs and expectations.
2. Analysis and Documentation:
   • Analyze business processes and workflows to identify opportunities for improvement and automation.
   • Prepare comprehensive requirements documentation, including user stories, use cases, process flows, and functional specifications.
3. Stakeholder Engagement:
   • Serve as the primary point of contact between business stakeholders and the project implementation team.
   • Facilitate communication and ensure alignment between business needs and technical solutions.
4. Solution Design:
   • Work with the technical team to design solutions that meet business requirements.
   • Ensure that the Genesys CCaaS solution is configured and customized to support business objectives.
5. Testing and Validation:
   • Develop and execute test plans to validate that the implemented solution meets the defined requirements.
   • Coordinate user acceptance testing (UAT) and gather feedback for continuous improvement.
6. Project Support:
   • Provide ongoing support throughout the project lifecycle, including post-launch support and issue resolution.
   • Monitor project progress and report on the status to stakeholders.

Qualifications:

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Proven experience as a Business Analyst, preferably in a contact center or CCaaS environment.
• Strong knowledge of Genesys CCaaS or similar contact center solutions.
• Excellent analytical and problem-solving skills.
• Proficiency in documenting business requirements and process flows.
• Strong communication and interpersonal skills.

Preferred Skills:

• Experience with Agile methodologies and tools.
• Certification in Business Analysis (CBAP, CCBA, or similar) is a plus.
• Familiarity with project management tools and software.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Analyst, Consulting, and Information Technology

Industries

• IT Services and IT Consulting

Referrals increase your chances of interviewing at TELUS Digital by 2x

Get notified about new Business Analyst jobs in Canada.

Toronto, Ontario, Canada $90,000.00-$100,000.00 1 month ago

Related Jobs

Business Analyst, Digital Transformation in Victoria, British Columbia, Canada 2 weeks ago

Other locations include Greater St. John's Metropolitan Area and Kelowna, British Columbia, Canada.

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.