Contact Center Business Analyst (Remote)

INFOSYS NOVA HOLDINGS LLC; Seattle (WA); Remote; USD 90,000 - 100,000; Full time

Job summary

Kaleidoscope, an Infosys Company, seeks a proactive Contact Center Business Analyst to independently lead requirement discussions and bridge business and technical teams on remote projects.

You will drive BRD/FRD creation, client workshops, process mapping, and UAT support for contact center modernization, including migration from Avaya/Cisco to Genesys Cloud CX with IVR, IVA, and Voice AI integrations.

Qualifications

• BRD/FRD/User Stories and Process Flows experience.
• Knowledge of Genesys Cloud CX platform and related tools.
• Strong written and verbal communication and documentation skills.

Responsibilities

• Lead requirement discussions and bridge business and technical teams.
• Drive workshops, BRD/FRD creation, process mapping and UAT support.
• Oversee contact center modernization projects, migrating from Avaya/Cisco to Genesys Cloud CX, including IVR, IVA and AI integrations.

Skills

Business Analysis

Genesys Cloud CX

IVR / IVA / AI

Documentation skills

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Contact Center Business Analyst (Remote)

Seattle, WA, US

Salary Range: $90,000.00 To $100,000.00 Annually

* Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. *

Business Analyst – Genesys Cloud CX Transformation

Looking for a proactive, client-facing BA who can independently lead requirement discussions and bridge business and technical teams.

Experience: 5+ Years

Role: Drive requirements gathering, client workshops, BRD/FRD creation, process mapping, and UAT support for contact center modernization projects involving migration from Avaya/Cisco to Genesys Cloud CX, including IVR, IVA, Voice AI, routing, reporting, and integrations.

Must-Have Skills:

• Business Analysis (BRD, FRD, User Stories, Process Flows)
• Genesys Cloud CX knowledge
• IVR / IVA / Conversational AI understanding
• Strong communication and documentation skills

Preferred:

• Avaya/Cisco to Genesys migration experience
• Exposure to AI tools and automation initiatives

Kaleidoscope, an Infosys Company, is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.