Genesys Business Analyst with AI and CX Experience

Job Summary:
We are seeking a highly skilled and experienced Genesys Business Analyst with expertise in Artificial Intelligence (AI) and Customer Experience (CX) to join our team. As a Genesys Business Analyst, you will be responsible for analyzing business processes, identifying areas for improvement, and providing solutions to enhance customer engagement and satisfaction.

Key Responsibilities:

• Conduct a thorough analysis of business processes to identify areas for improvement and recommend solutions to enhance CX.
• Collaborate with cross-functional teams, including IT, Operations, and Business Stakeholders to define business requirements, scope, and objectives.
• Define and document business requirements, functional specifications, use cases, and user stories to ensure the development team understands the scope of the project.
• Participate in design sessions to ensure that requirements are fully understood, documented, and developed as per the business requirements.
• Work closely with the development team to ensure that the proposed solutions meet business requirements and are aligned with the customer experience strategy.
• Collaborate with the testing team to ensure that the proposed solutions are thoroughly tested, meet business requirements, and are ready for production deployment.
• Participate in the deployment of the proposed solutions to production and work with operations teams to ensure that the solutions are stable and meeting business requirements.
• Provide guidance and support to end-users during user acceptance testing, and ensure that training is provided to end-users to ensure they can effectively utilize the proposed solutions.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5+ years of experience as a Business Analyst, preferably with Genesys platform experience.
• Demonstrated experience in developing and implementing CX solutions, preferably in an AI and Chatbot environment.
• Strong analytical skills and ability to quickly grasp complex business processes.
• Excellent communication skills, both verbal and written, with an ability to present complex technical concepts to a non-technical audience.
• Knowledge of Agile methodology and experience working in an Agile environment.
• Experience in working with cross-functional teams and collaborating with business stakeholders to identify and implement solutions.
• Ability to work independently, manage multiple tasks simultaneously, and meet deadlines.