What are the responsibilities and job description for the Senior Business Systems Analyst - Genesys Cloud CX position at ACL Digital?
Job Title : Senior Business Systems Analyst - Genesys Cloud CX
Location : Remote (Open to work in CST hours)
Job Description :
The Senior Business Systems Analyst will design, implement, and optimize contact center routing solutions in a global enterprise, focusing on Genesys Cloud CX. The role involves :
Contact Center Channels & Design - Creating advanced, multi-channel workflows to deliver on enhanced customer interaction and operational experience
System Integration & Documentation - Integrating Genesys with other platforms and working with architects / developers. on technical design and documentations
Monitoring & Optimization - Using analytics tools to assess routing performance, identify trends, and drive improvements.
Stakeholder Collaboration & Agile Delivery - Acting as a bridge between business and technical teams, partnering with product leads and program managers for deliverables.
This position requires deep technical expertise in contact center technologies, strong analytical skills, and the ability to drive scalable, seamless customer experiences.
Required Skills (top 3 to 5 / non-negotiables) : What you like to see on resumes? (nice to have) 1
Experience in CRM / Contact center applications 1
Analytics or Reporting background or experience 2
Experience working with development teams and business stakeholders 2
Working with tech and non tech solution designs 3
Focusing on documentations with stakeholders and being a part of deployments - they will be a part of the ramp 4
Disqualifiers or Dislikes on Resumes : IVR is not something he is looking for in terms of experience. It is not relevant for this role- would prefer someone who has more than just IVR experience Education Requirement : Minimum 5-8 years of experience in the Contact center or Genesys background
Relevant industry, Degree is not a requirement for this role Software Skills Required : Documentation, Design, Genesys Cloud Preferred companies / industries : eCommerce, Contact center industry, Genesys cloud experience
