Senior Genesys Cloud CX Business Analyst

3 weeks ago

Toronto, Canada Miratech Full time

Senior Genesys Cloud CX Business Analyst Be among the first 25 applicants. Company Overview Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start‑up innovation, supporting digital transformation for some of the world’s largest enterprises. Our culture of Relentless Performance has enabled over 99% of engagements to succeed by meeting or exceeding scope, schedule, and/or budget objectives since 1989. Job Description The Senior Genesys Cloud CX Business Analyst will play a key role in a large Genesys Cloud CX environment, serving multiple clients and business units within a large enterprise. This technically‑oriented role combines business analysis with solution architecture, bridging the gap between business needs and technical implementation. Responsibilities Conduct workshops and interviews with business users and stakeholders to gather and clarify requirements. Translate business objectives into clear, actionable, and technically feasible specifications. Design or review call flows and routing logic in Genesys Cloud CX, ensuring alignment with business needs. Prepare functional, system, and process documentation understandable to both business and technical teams. Support solution design, validation, and user acceptance testing. Collaborate with Functional Analysts, Software Engineers, and Change Managers to ensure cohesive end‑to‑end delivery. Provide guidance on Genesys Cloud CX best practices, platform capabilities, and feature optimization. Qualifications 5+ years of experience as a Business Analyst or Solution Architect in enterprise contact center environments. Strong technical knowledge of Genesys Cloud CX platform (flows, routing, integrations). Ability to translate business needs into technical designs and vice versa. Excellent analytical, communication, and documentation skills. Understanding of contact center KPIs, customer journey mapping, and CX optimization. Experience in agile environments and stakeholder management across business and IT teams. Ability to manage multiple priorities and work across global teams. Benefits Culture of Relentless Performance with 99% project success rate. Competitive pay and benefits, including health insurance and relocation program. Work‑from‑Anywhere flexibility. Professional development opportunities and internal mobility. Impactful global projects and inclusive workplace culture. Sustainable business practices focusing on education, empowerment, fairness, environmental sustainability, and gender equality. Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. Seniority level Mid‑Senior level Employment type Full‑time Job function Research, Analyst, and Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr

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    Toronto, Canada Miratech Full time

    Senior Genesys Cloud CX Business AnalystBe among the first 25 applicants.Company Overview Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start‑up innovation, supporting digital transformation for some of the world’s largest enterprises. Our culture of Relentless...

  • Senior Genesys Cloud CX Business Analyst

    3 days ago

    Toronto, Canada Miratech Full time

    Senior Genesys Cloud CX Business Analyst Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start‑up innovation to support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of...

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