Business Analyst
Job in
Weehawken, Hudson County, New Jersey, 07086, USA
Listed on 2026-09-12
Listing for:
Programmers.io
Full Time
position Listed on 2026-09-12
Job specializations:
-
IT/Tech
Business Systems & Technology Analysis, IT Business Analyst, CRM Systems & Management -
Business
Business Systems & Technology Analysis, CRM Systems & Management
Job Description & How to Apply Below
Role Description s:
Business Analyst Genesys Contact Centre Key Responsibilities
- Conduct workshops with business stakeholders and contact centre operations teams.
- Gather| analyse| and document business requirements| user stories| process flows| and acceptance criteria.
- Define future-state customer journeys across voice| chat| email| and digital channels.
- Work with Genesys architects to define:
- oIVR call flowso
- Routing strategieso
- Agent desktop requirement so
- Reporting and analytics requirements
- Manage requirements traceability from discovery through implementation.
- Support SIT| UAT| and production readiness activities.
- Coordinate with offshore delivery teams and business users.
- Support release planning and change management activities.
- 8+ years of Business Analysis experience.
- 3+ years working on Contact Centre transformation programmes.
- Hands-on experience with Genesys Cloud CX| Genesys Engage| or comparable CCaaS platforms.
- experience in:
- oRequirements Management
- oUser Story Creation
- oProcess Mapping
- oWorkshop Facilitation
- oUAT Coordination
- Experience with Agile/Scrum delivery methodologies.
- Knowledge of customer service operations and contact centre KPIs.
- BFSI domain experience.
- Experience integrating Genesys with Salesforce| Service Now| CRM| or backend platforms.
- Knowledge of IVR| CTI| Workforce Management| and Reporting modules.
Skills:
Business Analysis~Geneys Purecloud~Database Technology Experience
Required:
8-10
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