What are the responsibilities and job description for the Genesys/IVR Business Analyst position at Smart IT Frame LLC?
Job Title: Genesys Business Analyst
Location: Jersey City, NJ (Hybrid)
Work Type: Contract
Job Summary:
We are seeking a skilled Genesys Business Analyst to support the design, implementation, and optimization of customer experience solutions using Genesys platforms. The ideal candidate will collaborate with stakeholders to gather requirements, analyze business processes, and provide solutions that enhance contact center operations.
Key Responsibilities:
- Requirement Gathering & Analysis:
- Work with business stakeholders to gather, document, and analyze requirements for contact center solutions.
- Identify process improvements and recommend best practices using Genesys technology.
- Solution Design & Implementation:
- Collaborate with technical teams to design and implement Genesys-based solutions (Genesys Cloud, Engage, or PureConnect).
- Ensure the solution aligns with business goals, compliance, and operational efficiency.
- Assist in system configuration, workflow creation, and testing of Genesys applications.
- Testing & Quality Assurance:
- Develop and execute test plans to validate system functionality and performance.
- Identify, document, and resolve defects or inconsistencies in system implementation.
- Stakeholder Communication & Training:
- Act as a liaison between business units and technical teams.
- Provide training and documentation to end users and support teams on new features and system changes.
- Data Analysis & Reporting:
- Utilize analytics tools to monitor and evaluate system performance.
- Generate reports and insights to improve customer service operations.
Required Qualifications & Skills:
- Experience:
- 8 years of experience as a Business Analyst, preferably in a contact center or customer experience domain.
- Hands-on experience with Genesys platforms (Genesys Cloud CX, Engage, or PureConnect).
- Experience working with IVR, ACD, workforce management (WFM), and customer journey analytics.
- Technical Skills:
- Strong knowledge of Genesys routing, call flows, chatbots, and voicebots.
- Familiarity with APIs, SQL, and reporting tools for data analysis.
- Understanding of CRM integrations (Salesforce, Zendesk, etc.) with Genesys.
- Soft Skills:
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Ability to work in an agile environment and manage multiple projects simultaneously.
Preferred Qualifications:
- Experience with Genesys Composer, Genesys SDKs, or Genesys Orchestration Server.
- Certifications in Genesys Cloud or other Genesys solutions.
- Experience with AI-powered customer interactions and chatbots.
