Genesys Cloud CX Transformation BA

Kaleidoscope Innovation, Inc.

Seattle (WA)

On-site

USD 90,000 - 120,000

Full time

8 days ago

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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

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.

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