Genesys Solutions Business Analyst

Role Description:

- The Genesys Solutions Business Analyst will be central to maximizing the value and effectiveness of our Genesys Cloud platform, directly impacting customer interactions and satisfaction.
- This role demands expertise in translating complex business needs into clear, actionable functional specifications that leverage the full potential of Genesys Cloud.
- You will be a crucial collaborator, working closely with business stakeholders, the PMO, and Voice and Data teams to shape project scope, ensure alignment with strategic objectives, and facilitate seamless project delivery.
- A key responsibility involves bridging the gap between business vision and technical execution through effective communication and a deep understanding of telephony solutions.
- Furthermore, you will champion user adoption by developing comprehensive training and documentation, and proactively identify opportunities for platform enhancement and optimization through insightful data analysis.
- Your contributions will also extend to influencing the strategic direction of our telephony roadmap, ensuring continuous innovation and alignment with evolving business needs.
- You will also be a forward-thinking partner, continuously engaging with stakeholders to anticipate future requirements and proactively guide the business towards innovative Genesys Cloud telephony solutions that address evolving challenges.

**Responsibilities**:

- Own the end-to-end intake of telephony project requests, ensuring thorough review, accurate business requirements, and consistent updates to the project board's backlog.
- Facilitate detailed business requirement sessions, produce clear project briefs, and translate these into comprehensive functional specifications aligned with Genesys Cloud platform capabilities, ensuring testability and clarity.
- Work closely with business stakeholders, Voice & Data teams and the PMO to define project scope, secure approval on finalized solution designs provided by Genesys Solutions Analysts, and prioritize deliverables based on business value.
- Facilitate collaboration between business and Voice & Data team throughout the project lifecycle.
- Develop training materials, intuitive IVR call flow charts, and user-friendly documentation to support the successful adoption of new solutions. Plan and facilitate UAT sessions and deliver effective end-user training
- Take ownership of relevant ServiceNow incidents and requests, leveraging a strong understanding of the mínimal configurations required for basic Genesys and telephony platform functionalities, and contribute to the knowledge base.
- Assess existing contact center platforms for enhancements and cost reduction, analyze performance data for actionable insights, and provide crucial support for change management during new solution implementations.
- Conduct engaging roadshows to demonstrate new Genesys features to the business and build compelling business cases to demonstrate ROI for new telephony initiatives.
- Contribute to the planning and development of the telephony roadmap by aligning Genesys Cloud capabilities with business strategy and providing insights from project lifecycles.
- Function as the primary communication facilitator between the Voice and Data teams and the business, ensuring a shared understanding of project timelines, technical requirements, and business value
- Proactively engage with business stakeholders through established, regular touchpoints to continuously gather current and anticipate future requirements, identify emerging needs, and address evolving challenges, providing expert guidance and strategic support through Genesys Cloud telephony solutions.

Training:

- Possessing relevant Genesys Cloud CX: Professional Certification (GCX-GCP) and Genesys Cloud CX Specialist Certifications in areas such as Workforce Engagement Management, Digital Channels, or Architect, indicating in-depth expertise in specific aspects of the platform relevant to the role.
- Relevant Business Analyst certifications such as CBAP (Certified Business Analysis Professional) or PMI-PBA (PMI Professional in Business Analysis) are highly desirable.
- Training in Agile methodologies (e.g., Scrum Master, Product Owner certification) to enhance project delivery and backlog management capabilities.
- Workshops or courses on advanced elicitation techniques, process modeling (e.g., BPMN), data analysis methodologies, and presentation skills.

What will make you successful:

- Business stakeholders consistently rate their satisfaction with the solutions you've helped implement, indicating alignment with their needs and expectations.
- Your well-defined specifications result in smooth and accurate development and deployment by the technical teams.
- Your thorough elicitation and documentation minimize the need for revisions and rework during the project lifecycle.
- Stakeholders and technical teams find your documentation easy to understand and directly ap