Business Systems Analyst (Genesys Cloud)

Overview

Remote
$55 - $57
Contract - W2
Contract - 12 Month(s)

Skills

Genesys Cloud
Cloud CX
Business Systems Analyst
Genesys Cloud migration
Agile methodology
Salesforce Service Cloud
Sales Cloud
Salesforce Contact Center
Six Sigma
CBAP
Business Analyst certifications
lead-to-sale
customer service workflows
Healthcare
Health

Job Details

Role: Genesys Cloud BSA - *must have Cloud CX in resume

Location: Remote USA

9+ month could go multiyear or convert down the line

Client: Healthcare Domain

Need LinkedIn ID

Overview:

We are seeking an experienced Business Systems Analyst (BSA) to support a critical Genesys Cloud migration initiative. This role requires a proactive, detail-oriented analyst with strong communication and analytical skills, capable of bridging the gap between business needs and technical implementation. The ideal candidate thrives in virtual environments, collaborates effectively with cross-functional teams, and excels at uncovering and documenting functional and technical requirements.

Key Responsibilities:

  • Lead business systems analysis activities for contact center platform migration to Genesys Cloud
  • Conduct deep-dive requirement gathering sessions with stakeholders; ask probing questions to uncover true business needs
  • Analyze system workflows, existing documentation, and process data to extract actionable insights
  • Translate stakeholder input into clear, concise requirements and functional specifications
  • Partner with development teams to ensure requirements are accurately understood and implemented
  • Use SQL to mine and analyze system data to validate assumptions and inform decision-making
  • Collaborate with project teams and participate in daily stand-ups and planning meetings
  • Actively engage in virtual calls; demonstrate ownership by contributing ideas and asking questions

Required Skills:

  • Proven experience as a Business Systems Analyst on Genesys Cloud CX or contact center migration projects
  • Strong analytical and problem-solving skills with the ability to dig deeper into business issues
  • Proficiency in requirement elicitation, documentation, and stakeholder communication
  • Excellent written and verbal communication skills ability to write clean, organized documentation
  • Understanding of software development lifecycle and Agile methodology
  • Comfortable interfacing with technical teams and explaining requirements clearly

Nice-to-Have / Bonus Skills:

  • Experience with Salesforce Service Cloud, Sales Cloud, or Salesforce Contact Center
  • CBAP, Six Sigma, or other Business Analyst certifications
  • Previous work in healthcare or regulated industries
  • Familiarity with lead-to-sale or customer service workflows

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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