Contact Center Business Analyst (Remote)

Kaleidoscope Innovation, Inc.; Seattle (WA); On-site; USD 90,000 - 120,000; Full time

Job summary

Kaleidoscope Innovation, Inc. is seeking a proactive Business Analyst to lead requirements discussions for contact center modernization projects migrating from Avaya/Cisco to Genesys Cloud CX. You will drive BRD/FRD creation, process mapping, and UAT support while coordinating with clients and technical teams.

The role requires deep knowledge of Genesys Cloud CX, IVR/IVA, and a strong ability to manage stakeholders in an Agile delivery environment. Equal opportunity employer.

Qualifications

• Experience creating BRD, FRD, and user stories.
• Deep knowledge of Genesys Cloud CX.
• Contact center domain experience.
• Understanding of IVR/IVA and conversational AI.
• Proven client and stakeholder management.
• Agile delivery experience and strong documentation.

Responsibilities

• Lead requirements gathering and client workshops.
• Create BRD and FRD documents and map business processes.
• Support UAT and oversee migration from Avaya/Cisco to Genesys Cloud CX.
• Define IVR/IVA, Voice AI, routing, reporting, and integrations.
• Manage stakeholder communications throughout the project.

Skills

Business Analysis

Genesys Cloud CX

Contact Center

IVR / IVA / AI

Client & Stakeholder Mgmt

Agile Delivery

Documentation

Job description

* 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
• Contact Center domain experience
• IVR / IVA / Conversational AI understanding
• Client & stakeholder management
• Agile delivery experience
• 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.