Genesys Contact Center Analyst Lead

Job Summary

A company is looking for a Genesys Contact Center Business Analyst Lead.

Key Responsibilities

• Lead functional/business analysis for contact center modernization initiatives
• Collaborate with stakeholders to gather, document, and prioritize business requirements
• Support the transition from legacy platforms to Genesys Cloud

Qualifications

• Proven experience as a Business Analyst / Functional Consultant / BA Lead
• Strong expertise in contact center modernization and customer service processes
• Hands-on experience with Genesys (preferred) or other leading contact center platforms
• Experience working in Agile delivery environments
• Prior experience in the utility/energy/power/water industry strongly preferred