Job Description
We are seeking a Business Systems Analyst with experience in contact center and digital engagement platforms, specifically AWS Connect, Genesys Cloud CX, and chat-based customer service solutions. The ideal candidate will lead discovery and analysis activities related to chat migrations, intent mapping, routing requirements, and customer journey documentation while serving as a bridge between business and technical teams.
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Key Responsibilities
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Document current-state chat workflows, customer journeys, and conversation flows within the LivePerson platform.
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Perform intent mapping from LivePerson to Genesys Cloud CX, ensuring accurate translation of customer interaction scenarios.
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Gather and analyze business, operational, and technical requirements for chat migration initiatives.
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Conduct gap analysis between existing LivePerson capabilities and target-state Genesys Cloud functionality.
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Work with business stakeholders to define future-state chat experiences, routing requirements, and automation opportunities.
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Create Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), process flows, and user stories.
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Analyze chatbot, conversational AI, and customer engagement use cases to support migration planning.
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Document chat routing logic, escalation paths, queue structures, and agent workflows.
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Facilitate workshops, discovery sessions, and stakeholder meetings to validate requirements.
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Collaborate with architects, developers, QA teams, and contact center operations teams throughout the project lifecycle.
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Support User Acceptance Testing (UAT), defect resolution, and production readiness activities.
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Assist with migration planning, implementation support, and post-deployment validation.
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Required Qualifications
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5+ years of experience as a Business Analyst or Systems Analyst.
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Experience supporting contact center transformation or customer engagement platform projects.
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Strong experience in requirements gathering, process documentation, and stakeholder management.
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Knowledge of Genesys Cloud CX, AWS Connect, LivePerson, or similar chat/contact center platforms.
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Experience documenting chat flows, customer journeys, and conversational workflows.
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Hands-on experience with intent mapping and chatbot-related business processes.
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Experience conducting gap analysis and translating business requirements into technical specifications.
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Familiarity with Agile/Scrum methodologies.
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Excellent communication, documentation, and analytical skills.
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Preferred Qualifications
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Experience with LivePerson-to-Genesys Cloud migration projects.
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Understanding of conversational AI, NLP, chatbots, and virtual assistants.
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Knowledge of contact center routing, omnichannel engagement, and customer experience best practices.
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Experience with CRM integrations and reporting platforms.
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.
- Dice Id: orcfeed
- Position Id: 24495_29249_a84250770204c528
- Posted 6 hours ago
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