Business Analyst - Genesys

Business Analyst - Contact center - Genesys

Houston TX

Hybrid

Key Responsibilities

Contact Center & AI Transformation

• Lead business analysis activities for Genesys Cloud migrations and contact center modernization initiatives.
• Define and document business requirements for Genesys AI capabilities, including:
• Agent Assist
• Automated Post-Call Work (ACW) Summarization
• AI-Driven Quality Management and Post-Interaction Analysis
• Intelligent Routing and Workforce Optimization capabilities
• Partner with business and operations teams to identify opportunities for automation, productivity improvements, and enhanced customer experiences.
• Evaluate current and future-state business processes and recommend technology-enabled solutions.

Business Analysis & Requirements Management

• Determine, analyze, and document business, functional, and user requirements.
• Develop process flows, business rules, use cases, data mappings, and functional specifications.
• Apply industry-standard business analysis and system design methodologies to define scalable solutions.
• Translate product roadmap initiatives into well-defined requirements, including:
• Features
• Epics
• User Stories
• Acceptance Criteria
• Conduct stakeholder interviews, workshops, and requirements-gathering sessions.