The  Business Analyst will play a crucial role in building and defining the requirements for the launch of the Genesys Contact Center as a Service (CCaaS) solution. This role involves working closely with stakeholders to gather, analyze, and document business requirements, ensuring that the implementation aligns with organizational goals and customer needs.

Key Responsibilities:

·  Requirements Gathering:

·  Collaborate with stakeholders, including business users, IT teams, and external vendors, to gather and document detailed business requirements for the Genesys CCaaS launch.

·  Conduct interviews, workshops, and meetings to capture needs and expectations.

·  Analysis and Documentation:

·  Analyze business processes and workflows to identify opportunities for improvement and automation.

·  Prepare comprehensive requirements documentation, including user stories, use cases, process flows, and functional specifications.

·  Stakeholder Engagement:

·  Serve as the primary point of contact between business stakeholders and the project implementation team.

·  Facilitate communication and ensure alignment between business needs and technical solutions.

·  Solution Design:

·  Work with the technical team to design solutions that meet business requirements.

·  Ensure that the Genesys CCaaS solution is configured and customized to support business objectives.

·  Testing and Validation:

·  Develop and execute test plans to validate that the implemented solution meets the defined requirements.

·  Coordinate user acceptance testing (UAT) and gather feedback for continuous improvement.

·  Project Support:

·  Provide ongoing support throughout the project lifecycle, including post-launch support and issue resolution.

·  Monitor project progress and report on the status to stakeholders.

Qualifications:

·  Bachelor's degree in Business Administration, Information Technology, or a related field.

·  Proven experience as a Business Analyst, preferably in a contact center or CCaaS environment.

·  Strong knowledge of Genesys CCaaS or similar contact center solutions.

·  Excellent analytical and problem-solving skills.

·  Proficiency in documenting business requirements and process flows.

·  Strong communication and interpersonal skills.

Preferred Skills:

·  Experience with Agile methodologies and tools.

·  Certification in Business Analysis (CBAP, CCBA, or similar) is a plus. 

·  Familiarity with project management tools and software.