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Senior Business Analyst with Genesys

NForce One LLCWeehawken Township, NJ🇺🇸United StatesPosted 31 Aug 2026

Why This Role Stands Out

You'll drive impactful contact center transformations by leveraging your deep Genesys expertise to define innovative customer journeys and optimize operations. This role is ideal for a seasoned Business Analyst with a passion for process improvement and a drive to shape the future of customer experience. Join a dynamic team and contribute to a leading company by applying today!

Quick Overview

Seniority
Mid Senior
Work mode
On Site
Location
Weehawken Township, NJ, United States
Posted
23 hours ago
ScrumAgileBusiness Analysis

Job Description

Role: Senior Business Analyst – Genesys
Location: Weehawken, NJ 100% onsite


Role Descriptions: Business Analyst  Genesys Contact CentreKey ResponsibilitiesConduct 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 flowsoRouting strategiesoAgent desktop requirementsoReporting and analytics requirementsManage 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.Required Skills8+ 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 ManagementoUser Story CreationoProcess MappingoWorkshop FacilitationoUAT CoordinationExperience with Agile/Scrum delivery methodologies.Knowledge of customer service operations and contact centre KPIs.Preferred SkillsBFSI domain experience.Experience integrating Genesys with Salesforce| ServiceNow| CRM| or backend platforms.Knowledge of IVR| CTI| Workforce Management| and Reporting modules.
Essential Skills: Business Analyst  Genesys Contact CentreKey ResponsibilitiesConduct 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 flowsoRouting strategiesoAgent desktop requirementsoReporting and analytics requirementsManage 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.Required Skills8+ 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 ManagementoUser Story CreationoProcess MappingoWorkshop FacilitationoUAT CoordinationExperience with Agile/Scrum delivery methodologies.Knowledge of customer service operations and contact centre KPIs.Preferred SkillsBFSI domain experience.Experience integrating Genesys with Salesforce| ServiceNow| 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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