What are the responsibilities and job description for the Business Analyst || 10 to 12 years of exp. || Genesys Cloud position at CA-One Tech Cloud Inc.?
Job Details
Key Responsibilities:
- Collaborate with stakeholders, including business leaders, IT teams, and vendors, to gather and document business requirements for Genesys Cloud implementations and integrations.
- Conduct thorough analysis of business processes to identify opportunities for improvement and efficiency, utilizing Genesys Cloud solutions.
- Design and document functional specifications, user stories, and process flows for Genesys Cloud deployments.
- Provide subject matter expertise in Genesys Cloud features, capabilities, and integration options.
- Work closely with technical teams to ensure the proper configuration and customization of Genesys Cloud to meet business needs.
- Perform gap analysis to identify areas where Genesys Cloud capabilities can be leveraged or enhanced to improve business operations.
- Ensure all Genesys Cloud solutions are aligned with industry best practices and organizational goals.
- Lead testing and quality assurance efforts for Genesys Cloud implementations, ensuring solutions meet business requirements and performance standards.
- Provide training and support to end-users, ensuring successful adoption of Genesys Cloud solutions.
- Manage project timelines, resources, and deliverables for Genesys Cloud projects, ensuring timely and successful project completion.
- Work with the project manager to identify risks and mitigate potential issues that may arise during implementation.
- Maintain strong communication with stakeholders throughout the project lifecycle, providing regular updates and reports.
Required Skills and Qualifications:
- Experience: Minimum of 10-12 years in business analysis with at least 5 years of hands-on experience with Genesys Cloud implementations or configurations.
- Genesys Cloud Expertise: Deep understanding of Genesys Cloud architecture, features, and modules (such as ACD, IVR, WFM, Reporting, and Integrations).
- Strong proficiency in business analysis techniques including requirements gathering, use case creation, process modeling, and system design.
- Experience working on customer experience solutions and contact center technologies.
- Proven ability to work in cross-functional teams, with strong interpersonal and communication skills.
- Solid experience in Agile and Waterfall methodologies, with a deep understanding of project lifecycles.
- Ability to work with stakeholders to understand business challenges and translate them into technical requirements and solutions.
- Strong problem-solving, analytical, and critical thinking skills.
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