Remote Genesys Cloud CX BA: IVR, AI & Migration

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

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.