Senior Genesys Cloud CX Business Analyst

The Senior Genesys Cloud CX Business Analyst will play a key role in a large Genesys Cloud CX environment, serving multiple clients and business units within a large enterprise. This is a technically-oriented role requiring a deep understanding of Genesys Architect and Genesys Cloud CX. The specialist will act as both business analyst and solution architect, bridging the gap between business needs and technical implementation. The ideal candidate can communicate fluently with business stakeholders and technical teams - speaking the same language on both sides.

Responsibilities:

• Conduct workshops and interviews with business users and stakeholders to gather and clarify requirements.
• Translate business objectives into clear, actionable, and technically feasible specifications.
• Design or review call flows and routing logic in Genesys Cloud CX, ensuring alignment with business needs.
• Prepare functional, system, and process documentation that is understandable to both business and technical teams.
• Support solution design, validation, and user acceptance testing.
• Collaborate with Functional Analysts, Software Engineers, and Change Managers to ensure cohesive end-to-end delivery.
• Provide guidance on Genesys Cloud CX best practices, platform capabilities, and feature optimization.