Sr. Business System Analyst

Role:                   Sr. BSA with Genesys Contact Centre
Location:             Phoenix, AZ (Onsite)
Type:                   Full-time role with TCS (TATA Consultancy Services)

Job Description:

We are seeking a highly skilled and experienced Senior IT Systems Analyst with a strong background in Contact Center operations to join our Contact Center Transformation Program. The ideal candidate will work closely with the product owner and business stakeholders to create a charter, vision, backlog, epics, features, and more. This individual will coordinate and support new feature processes for Contact Center Operations and Technology Enablement. A firm knowledge of Genesys Cloud Platform and Dynamics 365 is essential to align platform capabilities with business needs.

Key Responsibilities:

•       Collaborate with the product owner and business stakeholders to define the project charter, vision, and roadmap.

•       Develop and maintain the product backlog, including epics, features, and user stories.

•       Coordinate and support new feature processes for Contact Center Operations and Technology Enablement.

•       Ensure alignment of platform capabilities of Genesys Cloud Platform and Dynamics 365 with business requirements.

•       Communicate effectively with technical teams and business stakeholders to ensure alignment and transparency.

•       Provide guidance and support to the development team to ensure successful delivery of project goals.

•       Monitor and report on project progress, risks, and issues.

•       Manage and resolve ServiceNow tickets for contact center operations, delivering Level 1 support for routine inquiries and issues reported by contact center agents and leadership within the Genesys Cloud telephony environment.

Qualifications:

•       Minimum 7+ years’ experience in a Business Systems Analyst role

•       Proven experience as a Senior IT Systems Analyst or similar role in Contact Center operations.

•       Strong knowledge of Genesys Cloud Platform and Dynamics 365.

•       Excellent communication and interpersonal skills to work effectively with business stakeholders and technical teams.

•       Knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.

•       Experience working in Microsoft Office & relevant Diagramming Software (e.g. Lucid, Visio, etc.), as well as technical aptitude & experience within a specific domain.

•       Strong analytical and problem-solving skills.

•       Ability to prioritize and manage multiple tasks in a fast-paced environment.

•       Bachelor’s degree in computer science, Information Technology, or a related field is preferred.

Preferred Skills:

•       Experience in Contact Center transformation related projects.

•       Certification in relevant technologies or methodologies (e.g., Genesys Cloud, Dynamics 365, Agile/Sc rum).

•       Experience in Banking Industry 

Thanks & Regards

Himanshu Shahi
VCS Digital LLC
Cell:       +1
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