What are the responsibilities and job description for the Genesys Business System Analyst with Chatbot- Austin, TX(W2 Only) position at CA-One Tech Cloud Inc?
Looking for W2 resources only.
Role: BSA – Genesys Self-Service Automation
Key Responsibilities:
- Gather, analyze, and document business requirements for customer self-service solutions (IVR, chatbots, virtual assistants).
- Translate requirements into Genesys system configurations and workflows for dynamic IVR and conversational automation.
- Work with stakeholders to design customer journeys, ensuring seamless handoff between self-service automation and live agents.
- Collaborate with developers, architects, and QA to implement and test automation solutions.
- Define use cases, test cases, and acceptance criteria for IVR and chatbot features.
- Support ongoing optimization of Genesys automation features (speech recognition, NLP, intent mapping, call routing).
Skills & Expertise:
- Strong hands-on experience with Genesys Cloud / Genesys Engage self-service features.
- Expertise in IVR design (dynamic call flows, speech recognition, DTMF, personalization).
- Knowledge of chatbot frameworks (Genesys Dialog Engine Bot Flows, or integrations with Google Dialogflow, Azure Bot, Lex, etc.).
- Familiarity with APIs, integrations, and backend systems for dynamic data-driven IVR/chat flows.
- Strong business analysis skills – requirements gathering, process mapping, documentation.
- Understanding of contact center KPIs (containment rate, call deflection, CSAT, average handling time).
Good to Have:
- Experience in omnichannel automation (voice, chat, SMS, WhatsApp).
- Knowledge of AI/NLP models for conversational automation.
- Exposure to Agile/Scrum delivery model.