Genesys Cloud Business Systems Analyst

BayOne Solutions; United States; Remote; USD 120,000 - 140,000; Full time

Job summary

BayOne Solutions is seeking a Genesys Cloud Business Systems Analyst to analyze and document business requirements for remote work. This mid-senior level position involves designing routing frameworks, ensuring compliance, assisting with system configuration, and providing support during key operational phases. Candidates must have strong Genesys Cloud experience and a deep understanding of contact center operations.

Qualifications

• 5+ years experience as a Business Systems Analyst in contact center technology.
• Strong hands-on experience with Genesys Cloud.
• Ability to translate business needs into technical solutions.

Responsibilities

• Analyze and document business requirements for Genesys Cloud.
• Design and support scalable routing frameworks.
• Collaborate with stakeholders for compliance.

Skills

Business Analysis

Genesys Cloud

IVR Workflows

Contact Center Operations

Strong Communication

Job description

Direct message the job poster from BayOne Solutions

Job Title: Genesys Cloud Business Systems Analyst

Location: Remote

Max Pay Rate: $60/hr on W2

Key Responsibilities:

• Analyze and document business requirements for Genesys Cloud-based routing (voice, messaging) and back-office use cases such as case work distribution and specialized queue management.

• Design and support scalable routing frameworks that incorporate SLAs, skills, priorities, and work types across multiple channels and business units.

• Collaborate with cross-functional stakeholders to ensure routing and framework designs meet operational and compliance requirements.

• Assist in system configuration, integration planning, and validation for Genesys Cloud and connected platforms (e.g., CRM, WEM tools).

• Develop user stories, process diagrams, and functional specs to support platform enhancements and roadmap delivery.

• Participate in UAT, troubleshoot production issues, and provide go-live support for routing changes and enhancements.

• Monitor usage patterns and system performance to proactively recommend improvements in back-office and frontline routing strategies.

Required Qualifications:

• 5+ years of experience as a Business Systems Analyst or similar role in contact center technology.

• Strong hands-on experience with Genesys Cloud, particularly in routing configuration and IVR workflows.

• Experience implementing or supporting back-office routing, including asynchronous task assignment and multi-step workflows.

• Deep understanding of contact center operations, agent tools, and support processes.

• Strong communication and documentation skills, capable of working across business and technical audiences.

• Ability to translate business needs into scalable and sustainable technical solutions.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Business Development, Analyst, and Information Technology

• Industries

  IT Services and IT Consulting, Business Consulting and Services, and Telephone Call Centers

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