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- Tasks: Lead projects to enhance customer experience using Genesys Cloud, ServiceNow, and Salesforce.
- Company: Join a dynamic team focused on innovative contact centre solutions.
- Benefits: Enjoy flexible working options and opportunities for professional growth.
- Why this job: Be at the forefront of tech solutions that improve customer interactions and operational efficiency.
- Qualifications: 6+ years in business analysis with expertise in Genesys Cloud and related platforms required.
- Other info: Immediate start available for the right candidate.
The predicted salary is between 48000 - 72000 £ per year.
Job Description
Genesys Senior Business Analyst – IMMEDIATE REQUIREMENT
We are seeking IMMEDIATELY an experienced Genesys Senior Business Analyst.
As a Senior Business Analyst, you will take a leadership role in translating business needs into detailed solutions within Genesys Cloud, ServiceNow, and Salesforce environments. You will act as the key liaison between business stakeholders and technical teams to ensure successful, scalable implementations that enhance customer experience and operational efficiency.
Key Responsibilities of Genesys Senior Business Analyst
- Lead end-to-end requirements gathering, analysis, and documentation for Genesys Cloud or Similar systems for contact centre projects integrating with ServiceNow and Salesforce platforms using AI orchestration.
- Collaborate closely with business units, project managers, developers, and third-party vendors to define solution scope, functional specifications, and user stories.
- Support design and configuration of telephony workflows, including IVR, call routing, agent skills, and workforce management aligned with CRM and ITSM workflows.
- Develop and maintain detailed process maps, use cases, and test plans to validate solution delivery.
- Drive user acceptance testing (UAT) and coordinate defect management in collaboration with QA teams.
- Provide mentorship and guidance to junior BAs and coordinate cross-functional stakeholder engagement.
- Facilitate workshops and training sessions to promote adoption and proficiency in integrated solutions.
- Actively participate in Agile ceremonies and contribute to product backlog refinement.
- Manage change requests and assess impact on integrated telephony and CRM systems.
Required Qualifications and Skills for Genesys Senior Business Analyst
- Bachelor’s degree or higher in Business, IT, Telecommunications, or a related field.
- 6+ years of experience as a Business Analyst working with Genesys Cloud, Verint, ServiceNow, and Salesforce, ideally in contact center or customer experience environments.
- Strong knowledge of contact center telephony concepts including IVR, ACD, workforce management, and omnichannel routing.
- Experience with systems integration and data synchronization strategies between Genesys, ServiceNow, and Salesforce.
- Proficient in Agile methodology, requirements lifecycle management, and tools like JIRA, Confluence, or similar.
- Excellent stakeholder management, communication, and interpersonal skills.
- Experience creating detailed functional specifications, process flows, and training documentation.
- Ability to analyze complex business processes and provide solutions that drive operational efficiency and customer satisfaction.
Preferred Experience for Genesys Senior Business Analyst
- Certifications such as CBAP, PMI-PBA, or Agile Scrum Master/Product Owner.
- Exposure to API integrations and middleware platforms.
- Experience in working with Contact center Agent Automation channels, (Virtual Agents, Agent Assist, IVR Agent) AI usecases, and Routing of tickets.
- Enabling AI Platforms (NLP, Conversional AI, Generative AI, and AI Orchestrator)
- Experience with cloud contact center migrations or implementations using Genesys Cloud or similar technologies.
- Familiarity with data analytics tools and KPIs used in contact centers.
Genesys Senior Business Analyst employer: SRC Recruitment Ltd
Contact Detail:
SRC Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Genesys Senior Business Analyst
✨Tip Number 1
Familiarise yourself with the Genesys Cloud platform and its integration capabilities with ServiceNow and Salesforce. Understanding these systems will help you speak confidently about your experience and how you can contribute to our projects.
✨Tip Number 2
Highlight your experience in Agile methodologies during networking opportunities or interviews. Being able to demonstrate your familiarity with Agile practices will show us that you can effectively contribute to our team dynamics and project management.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer experience and operational efficiency in previous roles. We love to hear about real-world applications of your skills, especially in contact centre environments.
✨Tip Number 4
Engage with our current employees on professional networks like LinkedIn. Building connections with our team can provide you with insights into our company culture and the specifics of the role, making you a more attractive candidate.
We think you need these skills to ace Genesys Senior Business Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience specifically related to Genesys Cloud, ServiceNow, and Salesforce. Emphasise your skills in requirements gathering, stakeholder management, and any certifications you hold.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and how your background aligns with the responsibilities outlined. Mention specific projects where you've successfully implemented solutions in contact centre environments.
Highlight Relevant Skills: In your application, clearly outline your proficiency in Agile methodologies, systems integration, and telephony concepts. Use examples to demonstrate your ability to analyse complex business processes and drive operational efficiency.
Showcase Leadership Experience: Since the role involves mentoring junior BAs and facilitating workshops, include any leadership or training experiences you've had. This will show your capability to lead and engage with cross-functional teams effectively.
How to prepare for a job interview at SRC Recruitment Ltd
✨Showcase Your Technical Knowledge
Make sure to highlight your experience with Genesys Cloud, ServiceNow, and Salesforce during the interview. Be prepared to discuss specific projects where you successfully integrated these systems, as this will demonstrate your technical expertise and understanding of contact centre environments.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complex business processes. Think of examples from your past experiences where you effectively gathered requirements, managed stakeholder expectations, or facilitated workshops, and be ready to share these stories.
✨Emphasise Your Agile Experience
Since the role involves Agile methodology, be sure to discuss your experience with Agile practices, including participation in ceremonies and backlog refinement. Highlight any tools you've used, like JIRA or Confluence, to manage requirements and track progress.
✨Demonstrate Leadership and Mentorship Skills
As a Senior Business Analyst, you'll be expected to mentor junior BAs and lead cross-functional teams. Share examples of how you've guided others in previous roles, facilitated training sessions, or driven user acceptance testing to show your leadership capabilities.
