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 :
Preferred Qualifications :
