Genesys Business System Analyst with Chatbot- Austin, TX(W2 Only)

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.