Genesys Business Analyst

• *About the Role**

We are seeking an experienced Genesys Business Analyst to join a financial services organisation in Australia for an initial six\-month engagement.

The successful candidate will work closely with business stakeholders, contact centre teams, solution architects and technical delivery teams to document business and data requirements and support the design and delivery of Genesys Cloud solutions.

This role requires a hands\-on Business Analyst with extensive contact centre experience, strong Genesys Cloud expertise and the ability to work autonomously, drive requirements through to completion, and identify opportunities to enhance customer experience through automation, AI and innovative contact centre capabilities.

• *Key Responsibilities**

• Business and Data Analysis: Elicit, analyse and document business, functional and data requirements, translating business needs into clear specifications for technical teams.
• Genesys Cloud Solutions: Analyse and support the design and configuration of Genesys Cloud capabilities to meet business and customer experience requirements.
• Interaction Routing: Define and document interaction routing strategies, queue configurations, skills\-based routing and associated contact centre workflows.
• Customer Journey Design: Map and analyse end\-to\-end customer journeys across voice and digital channels, identifying opportunities to improve customer experience and operational efficiency.
• IVR Design: Define and document IVR flows, call routing logic, self\-service options and customer interaction pathways.
• API Integrations: Work with technical teams to define and document API integration requirements, data flows, dependencies and system interactions.
• Conversational AI and Bots: Contribute to the design and enhancement of chatbots, virtual assistants and other automated customer engagement solutions.
• Stakeholder Engagement: Facilitate workshops, gather requirements and communicate effectively with business stakeholders and technical teams.
• Documentation and Delivery: Produce high\-quality business requirements, process flows, user stories, acceptance criteria and supporting solution documentation.
• Continuous Improvement: Identify opportunities to optimise contact centre processes, improve customer outcomes and enhance platform capabilities.

• *Job Description – Genesys Business Analyst**

Genesys Business Analyst VINOD BANGALORE CHIKKANNA

• AI\-Enabled Innovation: Explore practical applications of AI to improve customer interactions, agent productivity, self\-service capabilities and future\-state contact centre operations.

• *Required Skills and Experience**

• 10\+ years of experience as a Business Analyst within call centre or contact centre environments.
• 5\+ years of hands\-on Genesys Cloud experience, ideally across solution design, requirements analysis and contact centre transformation initiatives.
• Strong understanding of interaction routing, queue management, skills\-based routing and contact centre configuration.
• Proven experience designing and documenting customer journeys and end\-to\-end contact centre workflows.
• Strong knowledge of IVR design, including call flows, routing logic and self\-service capabilities.
• Experience working with APIs and system integrations, with the ability to translate integration needs into clear business and functional requirements.
• Experience with chatbots, virtual agents or other conversational automation technologies.
• Excellent written and verbal communication skills, with the ability to engage confidently with both business and technical stakeholders.
• Demonstrated ability to work independently, manage competing priorities and proactively drive deliverables with minimal supervision.
• Strong analytical, problem\-solving and requirements documentation skills.
• Experience working within financial services or other complex, regulated environments is highly desirable.
• Practical understanding of AI capabilities and the ability to identify and propose innovative, achievable solutions for future\-state contact centre operations.

Pay: ₹1,000,000\.00 \- ₹1,400,000\.00 per year

Benefits

• Flexible schedule

Application Question(s)

• Are you open to working in a contract position?
• What is your current CTC ?
• What is your expected CTC ?
• What is your notice period, in days ?

Experience

• Total: 10 years (Required)

Work Location: Remote