Hi ,
Hope you are doing well!!
We have an immediate opening for the below position with one of our premium clients
Job Title: Senior Business Analyst – Customer Contact Center & AI Transformation
Work Location with Zip code: Houston, TX (onsite/Hybrid)
Duration: Long term contract
Minimum years of experience: 8+ Years
Job Details
- Contact Center transformation programs
- 7+ years of overall experience in Genesys Cloud CX implementations, migrations, or enhancements
AI-enabled customer service capabilities:
- Agent Assist
- Automated Call/ACW Summarization
- Conversational Intelligence
- Quality Management Analytics
- Agile/Scrum environment
- Requirements gathering, user stories, epics, acceptance criteria
- Process mapping and stakeholder management
- UAT planning and execution
- CCaaS platforms, CX, IVR, Omnichannel solutions preferred
Key Responsibilities:
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:
- Agent Assist
- Automated Post-Call Work (ACW) Summarization
- AI-Driven Quality Management and Post-Interaction Analysis
- Intelligent 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:
- Features
- Epics
- User Stories
- Acceptance Criteria
- Conduct stakeholder interviews, workshops, and requirements-gathering sessions.
Agile Product Delivery
- Operate within an Agile/Scrum environment, collaborating closely with Product Owners and Scrum Teams.
- Refine priorities, manage backlogs, identify dependencies, and outline milestones and deliverables.
- Facilitate backlog grooming, sprint planning, and requirements clarification sessions.
- Identify project risks, gaps, and opportunities and communicate recommendations proactively.
Cross-Functional Collaboration
- Partner with business stakeholders, technology teams, vendors, and operational leaders to implement product capabilities.
- Collaborate with developers, architects, UX teams, QA analysts, and scrum teams throughout the delivery lifecycle.
- Support solution design discussions and ensure business requirements are accurately translated into technical solutions.
Testing & User Acceptance
- Develop and execute User Acceptance Testing (UAT) strategies and plans.
- Coordinate UAT activities from planning through execution and results reporting.
- Review test plans, test cases, and validation criteria with QA and business stakeholders.
- Support defect triage, issue resolution, and business sign-off processes.
- Assist project teams in obtaining business user acceptance and deployment readiness.
Documentation & Governance
- Maintain project documentation repositories and ensure requirements documentation remains accurate and current.
- Produce business requirements documents, process diagrams, user stories, traceability matrices, and operational procedures.
- Review project progress and evaluate solution effectiveness, accuracy, and efficiency post-implementation.
“Siriinfo Solutions Inc is Equal opportunity employer”
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