Job Title

Senior Business Analyst - Genesys Contact Centre (Genesys Cloud CX / Engage)

Job Summary

We are seeking an experienced Senior Business Analyst with expertise in Genesys Contact Centre solutions to support enterprise Contact Centre transformation initiatives. The ideal candidate will have strong experience in Genesys Cloud CX, Genesys Engage, or other CCaaS platforms, along with excellent business analysis skills in requirements gathering, process mapping, user story creation, and stakeholder management.

The candidate will work closely with business stakeholders, contact centre operations teams, Genesys architects, and offshore delivery teams to define business requirements, customer journeys, IVR strategies, routing logic, and reporting needs while ensuring successful project delivery.

Work Model: Onsite

Experience Required

• 8-10+ years of Business Analysis experience.
• 3+ years working on Contact Centre transformation programs.
• Hands-on experience with Genesys Cloud CX, Genesys Engage, or similar CCaaS platforms.
• BFSI domain experience is highly preferred.

Employment Type

• Full-Time / Contract

Work Environment

• Onsite
• Agile / Scrum
• Cross-functional collaboration with Business, Product, Architecture, QA, and Development teams

Key Responsibilities

• Conduct business workshops with stakeholders and Contact Centre operations teams.
• Gather, analyze, and document business requirements.
• Create Business Requirement Documents (BRD), Functional Requirement Documents (FRD), user stories, and acceptance criteria.
• Define future-state customer journeys across voice, chat, email, SMS, and digital channels.
• Work closely with Genesys Solution Architects to define:
  • IVR Call Flows
  • Call Routing Strategies
  • Agent Desktop Requirements
  • Reporting & Analytics Requirements
• Prepare process maps, workflow diagrams, and business process documentation.
• Manage requirements traceability throughout the project lifecycle.
• Coordinate with Product Owners and Scrum teams during Agile delivery.
• Support SIT, UAT, defect triage, and production readiness activities.
• Facilitate release planning, change management, and stakeholder communication.
• Coordinate with offshore development and QA teams.
• Ensure solutions align with customer service objectives and business KPIs.

Mandatory Technical Skills

Business Analysis

• Business Requirements Gathering
• Business Process Analysis
• User Story Creation
• BRD / FRD Documentation
• Acceptance Criteria
• Process Mapping
• Gap Analysis
• Functional Specifications
• Workshop Facilitation
• Stakeholder Management

Contact Centre Platforms

• Genesys Cloud CX
• Genesys Engage
• CCaaS Platforms
• Contact Centre Transformation

Contact Centre Technologies

• IVR
• CTI (Computer Telephony Integration)
• Call Routing
• Agent Desktop
• Voice
• Chat
• Email
• Omnichannel Customer Service

Testing & Delivery

• SIT
• UAT
• Defect Management
• Release Planning
• Change Management
• Agile
• Scrum

Preferred Skills

CRM & Integration

• Salesforce
• ServiceNow
• CRM Integration
• REST APIs
• Backend System Integration

Contact Centre

• Workforce Management (WFM)
• Reporting & Analytics
• Contact Centre KPIs
• Quality Monitoring
• Customer Journey Mapping

Domain

• BFSI
• Banking
• Financial Services
• Insurance

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• 8-10+ years of Business Analysis experience.
• Minimum 3 years of Contact Centre transformation experience.
• Hands-on experience with Genesys Cloud CX or Genesys Engage.
• Strong understanding of Contact Centre operations and customer service workflows.
• Experience working in Agile/Scrum environments.
• Excellent communication, presentation, and stakeholder management skills.

Preferred Qualifications

• CBAP or CCBA Certification.
• Scrum Master or Agile Certification.
• Genesys Cloud Certification.
• Experience in BFSI organizations.
• Experience with enterprise CRM implementations.