Business Analyst

Programmers.io; Weehawken (NJ); On-site; USD 140,000 - 170,000; Full time

Job summary

Programmers.io in New Jersey is seeking a seasoned Business Analyst to lead contact centre transformation initiatives using Genesys Cloud CX or Engage. You will work with business stakeholders to clarify needs and guide solution design.

You will conduct workshops, capture requirements and user stories, map processes, and define future-state journeys across voice, chat, email and digital channels, collaborating with offshore teams and QA activities.

Qualifications

• 8+ 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 with Agile/Scrum delivery methodologies.
• Knowledge of customer service operations and contact centre KPIs.

Responsibilities

• Conduct 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 flows, routing strategies, agent desktop requirements, reporting and analytics requirements.
• Manage 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.

Skills

Business Analysis

Contact Centre Transformation

Genesys Cloud CX

Genesys Engage

User Story Creation

Process Mapping

Workshop Facilitation

UAT Coordination

Agile/Scrum

KPIs knowledge

Tools

Genesys Cloud CX

Genesys Engage

CCaaS Platforms

Job description

Role Descriptions: Business Analyst Genesys Contact Centre

Key Responsibilities

• Conduct 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 flowso
• Routing strategieso
• Agent desktop requirementso
• Reporting and analytics requirements
• Manage 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 Skills

• 8+ 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 Management
• oUser Story Creation
• oProcess Mapping
• oWorkshop Facilitation
• oUAT Coordination
• Experience with Agile/Scrum delivery methodologies.
• Knowledge of customer service operations and contact centre KPIs.

Preferred Skills

• BFSI 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