BSA – Genesys Cloud CX

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Business Systems Analyst – Genesys (Contract, 2 Months)

Overview

We are seeking a Business Systems Analyst with hands-on experience in Genesys Cloud CX to support short-term delivery initiatives. This role focuses on requirements gathering, Agile execution, and enhancing contact center capabilities.

Key Responsibilities

• Gather, define, and manage business and technical requirements end-to-end.

• Create and refine features and user stories in an Agile environment.

• Support design and implementation of Genesys Cloud CX solutions (call flows, bot flows).

• Collaborate with stakeholders and delivery teams to ensure timely execution.

Qualifications

Required:

• 5+ years as a BSA or similar role

• Hands-on experience with Genesys Cloud CX

• Strong Agile experience (features, user stories)

• Excellent communication, documentation, and organizational skills

• Ability to manage multiple initiatives simultaneously

Preferred:

• Banking or financial services experience

• Experience with Genesys WEM, Speech Analytics, or related tools

• Knowledge of contact center operations, KPIs, and optimization

• Familiarity with process mapping or customer journey frameworks

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