Business Systems Analyst (IT): III (Senior)

Job Title: Senior Business Systems Analyst (Genesys Cloud CX)

Overview

We are seeking a highly skilled Senior Business Systems Analyst to act as a key liaison between business stakeholders and technology teams. This role is responsible for gathering and documenting requirements, advising on best practices, evaluating solutions, and ensuring successful delivery of initiatives from concept through implementation.

The ideal candidate brings strong experience with Genesys Cloud CX, a solid background in Agile environments, and the ability to drive clarity across both business and technical teams.

Key Responsibilities

Business Analysis & Requirements Management

• Partner with business stakeholders to understand objectives, challenges, and desired outcomes
• Translate business needs into clear requirements, user stories, process flows, and acceptance criteria
• Recommend best practices, standards, and solution approaches based on system capabilities and industry knowledge
• Conduct impact assessments and provide cost and effort estimates for proposed solutions
  
  

Project Ownership & Delivery

• Manage initiatives from intake through implementation, ensuring alignment on scope, timeline, and quality
• Maintain alignment between business priorities and technical execution throughout the lifecycle
• Provide clear, proactive communication to stakeholders and leadership
• Collaborate with development, QA, architecture, and operations teams to drive successful delivery
  
  

Genesys Cloud CX Expertise

• Support the design and enhancement of contact center solutions including call flows and bot flows
• Partner with teams supporting Genesys modules such as Workforce Engagement Management (WEM), Speech & Text Analytics, and Quality & Compliance
• Ensure IVA/IVR flows, routing strategies, analytics, and reporting align with customer experience objectives
  
  

Agile Delivery & Work Management

• Participate in Agile ceremonies including standups, sprint planning, backlog refinement, and retrospectives
• Write, refine, and manage epics, features, and user stories
• Utilize tools such as Azure DevOps (ADO) or similar platforms to track work and maintain documentation
  
  

Qualifications

Required

• 5 years of experience as a Business Systems Analyst, Senior Analyst, or similar role
• Proven ability to define and manage both business and technical requirements end-to-end
• Hands-on experience with Genesys Cloud CX, including call flows and bot flows
• Experience working in Agile environments with user story development and backlog management
• Strong communication, documentation, and stakeholder management skills
• Ability to manage multiple initiatives simultaneously with strong attention to detail
  
  

Preferred

• Experience within banking or financial services environments
• Experience with Genesys WEM, Speech Analytics, or related CX tools
• Background supporting contact center operations and understanding KPIs and optimization strategies
• Familiarity with process mapping tools, customer journey frameworks, or CX methodologies