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 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