Senior BSA - Genesys CX & Contact Ops

Genesis10; Columbus (OH); Hybrid; USD 69,000 - 81,000; Full time

Benefits offered by this job

Health Insurance

401K

Sick Pay

Dental Insurance

Paid Time Off

Job summary

Genesis10 is seeking a Senior Business Systems Analyst for a 6-month contract, focusing on regional financial institutions. The role covers liaison work between business and IT, with emphasis on Genesys Cloud CX and merger activities, in a hybrid environment with 4 days onsite.

The ideal candidate has 5+ years in business systems analysis, strong Agile capabilities, and superb communication skills to deliver clear requirements and user stories.

Qualifications

• 5+ years of experience as a Business Systems Analyst, Senior Analyst, or similar role.
• Proven experience defining and managing business and technical requirements from concept to delivery.
• Hands-on experience with Genesys Cloud CX, including call flows, bot flows, and other CX modules.
• Experience working in Agile environments, including writing and refining features and user stories.
• Strong communication, documentation, facilitation, and organizational skills.
• Ability to manage multiple initiatives simultaneously while maintaining attention to detail.
• Contact center experience is essential.

Responsibilities

• Meet with business customers to understand objectives, challenges, and desired outcomes.
• Translate business needs into clear requirements, user stories, process flows, and acceptance criteria.
• Recommend best practices, standards, and solution approaches based on industry knowledge.
• Manage work from initial request through full implementation, ensuring timelines and quality.
• Support design and enhancement of contact center call flows and related systems.
• Work within Agile teams to write, refine, and manage features, epics, and user stories.
• Utilize Azure DevOps (ADO) or similar Agile tools to track work.
• Liaise between business units and IT, translating needs into technical requirements.

Skills

Genesys Cloud CX

Agile delivery

Stakeholder communication

Documentation

Azure DevOps

Contact center

Tools

Genesys WEM

Speech Analytics

Job description

Genesis10 is seeking a Senior Business Systems Analyst for a 6-month contract, focusing on regional financial institutions. The role covers liaison work between business and IT, with emphasis on Genesys Cloud CX and merger activities, in a hybrid environment with 4 days onsite.

The ideal candidate has 5+ years in business systems analysis, strong Agile capabilities, and superb communication skills to deliver clear requirements and user stories.