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Business analyst
Genesys

Summary

Business Analyst - Contact center - Genesys

Houston TX

Hybrid

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.

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: estarpro
Position Id: ARA - GEB
Posted 4 days ago

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Business Analyst - Genesys

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Business Analyst - Genesys

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Skills

Summary

Dice Job Match Score™

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