Senior Business Analyst – Customer Contact Center & AI Transformation (Genesys Cloud)

Title: Senior Business Analyst – Customer Contact Center & AI Transformation (Genesys Cloud)
Location: Houston, TX (4 days onsite)
Duration: Long Term

Rate: W2
 
Description:
Contact Center & AI Transformation
•Lead business analysis activities for Genesys Cloud migrations and contact center modernization initiatives.
•Define and document business requirements for Genesys AI capabilities, including:
oAgent Assist
oAutomated Post-Call Work (ACW) Summarization
oAI-Driven Quality Management and Post-Interaction Analysis
oIntelligent Routing and Workforce Optimization capabilities
•Partner with business and operations teams to identify opportunities for automation, productivity improvements, and enhanced customer experiences.
•Evaluate current and future-state business processes and recommend technology-enabled solutions.
Business Analysis & Requirements Management
•Determine, analyze, and document business, functional, and user requirements.
•Develop process flows, business rules, use cases, data mappings, and functional specifications.
•Apply industry-standard business analysis and system design methodologies to define scalable solutions.
•Translate product roadmap initiatives into well-defined requirements, including:
oFeatures
oEpics
oUser Stories
oAcceptance Criteria
•Conduct stakeholder interviews, workshops, and requirements-gathering sessions.

Required Qualifications
•Bachelor''''s degree in Business, Information Systems, Computer Science, or related field.
•8+ years of Business Analysis experience supporting enterprise technology initiatives.
•Experience with Genesys Cloud CX implementations, migrations, or enhancements.
•Experience delivering AI-enabled customer service capabilities, such as Agent Assist, automated call summarization, or conversation intelligence solutions.
•Strong Agile/Scrum experience with user story creation, backlog management, and sprint delivery.
•Expertise in process mapping, requirements elicitation, and stakeholder management.
•Experience managing and coordinating UAT activities.
•Strong analytical, communication, facilitation, and problem-solving skills.
•Preferred Qualifications
•Experience with Contact Center as a Service (CCaaS) platforms.
•Knowledge of Customer Experience (CX), Voice of Customer (VoC), IVR, chatbot, and omnichannel service operations.
•Experience with quality management, workforce optimization, and conversational AI solutions.