Genesys Business Analyst

We are looking for a seasoned Business Systems Analyst with deep experience in contact center technology, especially Genesys Cloud, and a strong track record of supporting or implementing back-office routing frameworks. In this role, you’ll serve as a key partner to Product and Engineering teams, ensuring business requirements are clearly defined, technically feasible, and aligned with operational needs across both front-line and back-office functions. This position offers a unique opportunity to contribute to customer experience innovation by helping shape routing strategies that extend beyond traditional voice and chat queues, optimizing workflows for specialized teams such as fraud, escalations, finance, and case management. Key Responsibilities: • Analyze and document business requirements for Genesys Cloud-based routing (voice, messaging) and back-office use cases such as case work distribution and specialized queue management. • Design and support scalable routing frameworks that incorporate SLAs, skills, priorities, and work types across multiple channels and business units. • Collaborate with cross-functional stakeholders to ensure routing and framework designs meet operational and compliance requirements. • Assist in system configuration, integration planning, and validation for Genesys Cloud and connected platforms (e.g., CRM, WEM tools). • Develop user stories, process diagrams, and functional specs to support platform enhancements and roadmap delivery. • Participate in UAT, troubleshoot production issues, and provide go-live support for routing changes and enhancements. • Monitor usage patterns and system performance to proactively recommend improvements in back-office and frontline routing strategies. Required Qualifications: • 5+ years of experience as a Business Systems Analyst or similar role in contact center technology. • Strong hands-on experience with Genesys Cloud, particularly in routing configuration and IVR workflows. • Experience implementing or supporting back-office routing, including asynchronous task assignment and multi-step workflows. • Deep understanding of contact center operations, agent tools, and support processes. • Strong communication and documentation skills, capable of working across business and technical audiences. • Ability to translate business needs into scalable and sustainable technical solutions. Preferred Qualifications: • Familiarity with systems such as Salesforce, ServiceNow, or workflow/case management platforms. • Understanding of routing concepts like work item prioritization, skill matching, load balancing, and escalations. • Exposure to WEM tools (e.g., Genesys Cloud, NICE, Cresta) and performance data workflows. Experience with data visualization and reporting tools such as Tableau, Power BI, or Excel.