Business Analyst

Title: Senior Business Analyst

Location: Houston, TX (4 days onsite)

Senior Business Analyst – Customer Contact Center & AI Transformation (Genesys Cloud

)Position Summar

yWe are seeking an experienced Senior Business Analyst to lead business analysis efforts supporting the modernization of our customer contact center ecosystem, including the migration from on-premise Genesys platforms to Genesys Cloud and the implementation of advanced Genesys AI capabilities. This role partners with business stakeholders, product owners, UX teams, developers, QA teams, and operational leaders to deliver customer and agent experiences that drive efficiency, quality, and business value

.The ideal candidate has deep experience in Agile product delivery, contact center technologies, business process analysis, requirements management, and AI-enabled customer service solutions such as Queue Optimization, Agent Assist, Automated Post-Call Work, and Post-Interaction Quality Analysis

.
Key Responsibiliti

esContact Center & AI Transformati

• onLead business analysis activities for Genesys Cloud migrations and contact center modernization initiative
• s.Define and document business requirements for Genesys AI capabilities, includin
• g:Agent Assi
• stAutomated Post-Call Work (ACW) Summarizati
• onAI-Driven Quality Management and Post-Interaction Analys
• isIntelligent Routing and Workforce Optimization capabiliti
• esPartner with business and operations teams to identify opportunities for automation, productivity improvements, and enhanced customer experience
• s.Evaluate current and future-state business processes and recommend technology-enabled solution

s.Business Analysis & Requirements Manageme

• ntDetermine, analyze, and document business, functional, and user requirement
• s.Develop process flows, business rules, use cases, data mappings, and functional specification
• s.Apply industry-standard business analysis and system design methodologies to define scalable solution
• s.Translate product roadmap initiatives into well-defined requirements, includin
• g:Featur
• esEpi
• csUser Stori
• esAcceptance Criter
• iaConduct stakeholder interviews, workshops, and requirements-gathering session

s.Agile Product Delive

• ryOperate within an Agile/Scrum environment, collaborating closely with Product Owners and Scrum Team
• s.Refine priorities, manage backlogs, identify dependencies, and outline milestones and deliverable
• s.Facilitate backlog grooming, sprint planning, and requirements clarification session
• s.Identify project risks, gaps, and opportunities and communicate recommendations proactivel

y.Cross-Functional Collaborati

• onPartner with business stakeholders, technology teams, vendors, and operational leaders to implement product capabilitie
• s.Collaborate with developers, architects, UX teams, QA analysts, and scrum teams throughout the delivery lifecycl
• e.Support solution design discussions and ensure business requirements are accurately translated into technical solution

s.Testing & User Acceptan

• ceDevelop and execute User Acceptance Testing (UAT) strategies and plan
• s.Coordinate UAT activities from planning through execution and results reportin
• g.Review test plans, test cases, and validation criteria with QA and business stakeholder
• s.Support defect triage, issue resolution, and business sign-off processe
• s.Assist project teams in obtaining business user acceptance and deployment readines

s.Documentation & Governan

• ceMaintain project documentation repositories and ensure requirements documentation remains accurate and curren
• t.Produce business requirements documents, process diagrams, user stories, traceability matrices, and operational procedure
• s.Review project progress and evaluate solution effectiveness, accuracy, and efficiency post-implementatio

n.
Required Qualificati

• onsBachelor's degree in Business, Information Systems, Computer Science, or related fie
• ld.7 years of Business Analysis experience supporting enterprise technology initiativ
• es.Experience with Genesys Cloud CX implementations, migrations, or enhancemen
• ts.Experience delivering AI-enabled customer service capabilities, such as Agent Assist, automated call summarization, or conversation intelligence solutio
• ns.Strong Agile/Scrum experience with user story creation, backlog management, and sprint delive
• ry.Expertise in process mapping, requirements elicitation, and stakeholder manageme
• nt.Experience managing and coordinating UAT activiti
• es.Strong analytical, communication, facilitation, and problem-solving skil

ls.
Preferred Qualificat

• ionsExperience with Contact Center as a Service (CCaaS) platfo
• rms.Knowledge of Customer Experience (CX), Voice of Customer (VoC), IVR, chatbot, and omnichannel service operati
• ons.Experience with quality management, workforce optimization, and conversational AI soluti