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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
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Gather, define, and manage business and technical requirements end-to-end.
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Create and refine features and user stories in an Agile environment.
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Support design and implementation of Genesys Cloud CX solutions (call flows, bot flows).
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Collaborate with stakeholders and delivery teams to ensure timely execution.
Qualifications
Required:
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5+ years as a BSA or similar role
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Hands-on experience with Genesys Cloud CX
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Strong Agile experience (features, user stories)
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Excellent communication, documentation, and organizational skills
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Ability to manage multiple initiatives simultaneously
Preferred:
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Banking or financial services experience
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Experience with Genesys WEM, Speech Analytics, or related tools
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Knowledge of contact center operations, KPIs, and optimization
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Familiarity with process mapping or customer journey frameworks