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We are seeking an experienced Business Systems Analyst (BSA) to support a large-scale phone system migration to Genesys Cloud CX. This role requires a hands-on professional with proven success in contact center technology implementations, particularly with Genesys Cloud CX, and deep integration experience with enterprise platforms. The ideal candidate will bring a strong technical background, exceptional stakeholder management skills, and the ability to drive clarity in high-pressure environments.
Key Responsibilities:
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Partner with business and IT stakeholders to gather, document, and validate requirements for Genesys Cloud CX migration.
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Lead integration design and requirements between Genesys and other enterprise applications (e.g., Salesforce, CRM, workforce management tools, reporting platforms).
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Translate business needs into functional and technical specifications for developers and vendors.
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Collaborate with cross-functional teams, including telecom engineers, developers, QA, and project managers, to ensure seamless migration and integrations.
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Facilitate workshops, requirements sessions, and solution design discussions with challenging stakeholders; manage expectations and influence decisions effectively.
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Support system testing, UAT, and production rollout, ensuring issues are tracked and resolved.
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Create process flows, user stories, use cases, and other documentation as needed.
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Act as a liaison between technical teams and business units to ensure solutions align with business goals.
Required Skills & Experience:
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Proven experience supporting a phone system migration to Genesys Cloud CX (must-have).
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Strong knowledge of Genesys Cloud CX capabilities and configuration options.
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Solid background in contact center operations, call routing, IVR, and customer engagement platforms.
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5+ years of experience as a Business Systems Analyst in enterprise environments.
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Excellent communication, facilitation, and documentation skills.
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Ability to manage and influence senior and challenging stakeholders with confidence and diplomacy.
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Strong problem-solving and analytical skills with attention to detail.
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