The Business Analyst will play a crucial role in building and defining the requirements for the launch of the Genesys Contact Center as a Service (CCaaS) solution. This role involves working closely with stakeholders to gather, analyze, and document business requirements, ensuring that the implementation aligns with organizational goals and customer needs.

Key Responsibilities:

• Requirements Gathering:
• • Collaborate with stakeholders, including business users, IT teams, and external vendors, to gather and document detailed business requirements for the Genesys CCaaS launch.
• • Conduct interviews, workshops, and meetings to capture needs and expectations.
• Analysis and Documentation:
• • Analyze business processes and workflows to identify opportunities for improvement and automation.
• • Prepare comprehensive requirements documentation, including user stories, use cases, process flows, and functional specifications.
• Stakeholder Engagement:
• • Serve as the primary point of contact between business stakeholders and the project implementation team.
• • Facilitate communication and ensure alignment between business needs and technical solutions.
• Solution Design:
• • Work with the technical team to design solutions that meet business requirements.
• • Ensure that the Genesys CCaaS solution is configured and customized to support business objectives.
• Testing and Validation:
• • Develop and execute test plans to validate that the implemented solution meets the defined requirements.
• • Coordinate user acceptance testing (UAT) and gather feedback for continuous improvement.
• Project Support:
• • Provide ongoing support throughout the project lifecycle, including post-launch support and issue resolution.
• • Monitor project progress and report on the status to stakeholders.

Qualifications:

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Proven experience as a Business Analyst, preferably in a contact center or CCaaS environment.
• Strong knowledge of Genesys CCaaS or similar contact center solutions.
• Excellent analytical and problem-solving skills.
• Proficiency in documenting business requirements and process flows.
• Strong communication and interpersonal skills.

Preferred Skills:

• Experience with Agile methodologies and tools.
• Certification in Business Analysis (CBAP, CCBA, or similar) is a plus.
• Familiarity with project management tools and software.