What are the responsibilities and job description for the Business Analyst (IT) IV position at Bayone?
Senior Business Systems Analyst - Genesys Cloud CX
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.
