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 across multiple channels and business units
- Collaborate with cross-functional stakeholders to ensure compliance with operational 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 frameworks
- Deep understanding of contact center operations and agent tools
- Ability to translate business needs into technical solutions
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