Title: Senior Business Analyst – Customer Contact Center & AI Transformation (Genesys Cloud)
Location: Houston, TX (Hybrid Onsite)
Type: Long Term Contract
Position Summary
- We are seeking an experienced Senior Business Analyst to lead business analysis efforts supporting the modernization of our customer contact center ecosystem, including the migration from on-premises Genesys platforms to Genesys Cloud and the implementation of advanced Genesys AI capabilities. This role partners business stakeholders, product owners, UX teams, developers, QA teams, and operational leaders to deliver customer and agent experiences that drive efficiency, quality, and business value.
- The ideal candidate has deep experience in Agile product delivery, contact center technologies, business process analysis, requirements management, and AI-enabled customer service solutions such as Queue Optimization, Agent Assist, Automated Post-Call Work, and Post-Interaction Quality Analysis.
Key Responsibilities
- Lead business analysis activities for Genesys Cloud migrations and contact center modernization initiatives.
- Define and document business requirements for Genesys AI capabilities, including:
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Agent Assist
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Automated Post-Call Work (ACW) Summarization
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AI-Driven Quality Management and Post-Interaction Analysis
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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.
- 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:
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Features
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Epics
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User Stories
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Acceptance Criteria
- Conduct stakeholder interviews, workshops, and requirements-gathering sessions.
- Operate within an Agile/Scrum environment, collaborating closely with Product Owners and Scrum Teams.
- Refine priorities, manage backlogs, identify dependencies, and outline milestones and deliverables.
- Facilitate backlog grooming, sprint planning, and requirements clarification sessions.
- Identify project risks, gaps, and opportunities and communicate recommendations proactively.
- Cross-Functional Collaboration
- Partners with business stakeholders, technology teams, vendors, and operational leaders to implement product capabilities.
- Collaborate with developers, architects, UX teams, QA analysts, and scrum teams throughout the delivery lifecycle.
- Support solution design discussions and ensure business requirements are accurately translated into technical solutions.
- Develop and execute User Acceptance Testing (UAT) strategies and plans.
- Coordinate UAT activities from planning through execution and results reporting.
- Review test plans, test cases, and validation criteria with QA and business stakeholders.
- Support defect triage, issue resolution, and business sign-off processes.
- Assist project teams in obtaining business user acceptance and deployment readiness.
- Maintain project documentation repositories and ensure requirements documentation remains accurate and current.
- Produce business requirements documents, process diagrams, user stories, traceability matrices, and operational procedures.
- Review project progress and evaluate solution effectiveness, accuracy, and efficiency post-implementation.
Required Qualifications
- Bachelor’s degree in business, Information Systems, Computer Science, or related field.
- 7+ years of Business Analysis experience supporting enterprise technology initiatives.
- Experience with Genesys Cloud CX implementations, migrations, or enhancements.
- Experience delivering AI-enabled customer service capabilities, such as Agent Assist, automated call summarization, or conversation intelligence solutions.
- Strong Agile/Scrum experience with user story creation, backlog management, and sprint delivery.
- Expertise in process mapping, requirements elicitation, and stakeholder management.
- Experience managing and coordinating UAT activities.
- Strong analytical, communication, facilitation, and problem-solving skills.
