Business Analyst / Business Systems Analyst – CCaaS

Collaborate with business stakeholders to gather, analyze, and document business and system requirements.

Translate business needs into detailed functional and non-functional requirements.

Conduct workshops, discovery sessions, and process mapping exercises.

Create BRDs, FRDs, user stories, use cases, and process flow diagrams.

Lead requirement gathering and solution design for CCaaS platforms (Genesys Cloud CX/Amazon Connect).

Analyze and document current and future-state contact center architecture.

Support configuration and enhancement of call routing, queues, skills-based routing, and workforce optimization components.

Partner with technical teams to implement and optimize Genesys features and integrations.

Analyze and document IVR requirements and customer journey flows.

Design and validate IVR call flows, routing strategies, self-service options, and escalation paths.

Create detailed IVR flow diagrams and decision trees.

Ensure alignment with business objectives, customer experience goals, and regulatory requirements.

Understand and support omnichannel contact center operations (voice, email, chat, SMS).

Work with operations teams to optimize KPIs such as AHT, FCR, SLA, CSAT.

Support reporting and analytics requirements using Genesys or integrated BI tools.

Assist in UAT planning, execution, and defect management.

Document integration requirements between CCaaS and CRM (e.g., Salesforce), ticketing systems, authentication platforms, and backend systems.

Support API-based integrations and data flow documentation.

Ensure data mapping, security, and compliance requirements are captured.

Bachelor's degree in business, Information Systems, Computer Science, or related field.

5+ years of experience as a Business Analyst / Business Systems Analyst.

3+ years of experience working with CCaaS platforms (Genesys preferred).

Strong understanding of IVR design and call flow logic.

Strong understanding of ACD routing and skills-based routing.

Strong understanding of Contact center KPIs and operational processes.

Strong understanding of Omnichannel customer engagement.

Experience documenting process flows using tools like Visio, or similar.

Experience working in Agile and/or Waterfall environments.

Strong analytical, documentation, and stakeholder communication skills.

Preferred: Hands-on experience with Genesys Cloud Architect (IVR flow configuration).

Preferred: Experience with CRM integrations (Salesforce, MS Dynamics, etc.).

Preferred: Familiarity with REST APIs and system integrations.

Preferred: Knowledge of WFM (Workforce Management) and QA modules within contact center platforms.

Preferred: Experience in cloud migration or contact center transformation programs.

Preferred: Certifications in Genesys or Business Analysis (CBAP, PMI-PBA, etc.).

Bachelor's Degree