Business Systems Analyst

Job Summary

A company is looking for a Business Systems Analyst.

Key Responsibilities:

• Analyze and document business requirements for Genesys Cloud-based routing and back-office use cases
• Design and support scalable routing frameworks incorporating SLAs, skills, priorities, and work types
• Collaborate with cross-functional stakeholders to ensure routing designs meet operational and compliance requirements

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
• Deep understanding of contact center operations and support processes
• Ability to translate business needs into scalable technical solutions