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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 customer solutions in the tech industry.
- Benefits: Enjoy flexible work options, mentorship opportunities, and a collaborative culture.
- Why this job: Make a real impact on customer satisfaction while developing your skills in a fast-paced environment.
- Qualifications: Bachelor’s degree and 6 years of relevant experience required; strong communication skills essential.
- Other info: Ideal for those passionate about technology and customer experience.
The predicted salary is between 43200 - 72000 £ per year.
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.41bf1e1f-b16b-4260-a40a-17c77a06fd15
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
Network with professionals in the Genesys and contact centre space. Attend industry events, webinars, or local meetups to connect with others who work with Genesys Cloud, ServiceNow, and Salesforce. Building relationships can lead to valuable insights and potential referrals.
✨Tip Number 2
Familiarise yourself with the latest trends and updates in Genesys Cloud and related technologies. Follow relevant blogs, forums, and social media channels to stay informed. This knowledge will not only help you during interviews but also demonstrate your passion for the field.
✨Tip Number 3
Prepare to discuss specific projects where you've successfully implemented solutions using Genesys Cloud or similar systems. Be ready to share your role, the challenges faced, and how you collaborated with stakeholders to achieve results. Real-world examples can set you apart from other candidates.
✨Tip Number 4
Showcase your understanding of Agile methodologies by discussing your experience in Agile ceremonies and backlog refinement. Highlight any certifications you have, such as CBAP or PMI-PBA, as these can enhance your credibility and demonstrate your commitment to professional development.
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 role in contact centre projects and any leadership experience you have.
Craft a Compelling Cover Letter: In your cover letter, explain why you are the perfect fit for the Senior Business Analyst role. Mention your experience with Agile methodologies and how you've successfully managed stakeholder relationships in previous roles.
Showcase Relevant Skills: Clearly outline your skills in telephony concepts, systems integration, and data synchronisation strategies. Use specific examples to demonstrate your proficiency in creating functional specifications and process flows.
Prepare for Potential Questions: Anticipate questions related to your experience with AI orchestration and contact centre technologies. Be ready to discuss how you've driven user acceptance testing and coordinated defect management in past projects.
How to prepare for a job interview at SRC Recruitment Ltd
✨Understand the Genesys Ecosystem
Make sure you have a solid grasp of the Genesys Cloud, ServiceNow, and Salesforce environments. Familiarise yourself with their functionalities and how they integrate, as this will be crucial in demonstrating your expertise during the interview.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples where you've successfully gathered requirements and translated them into actionable solutions. Highlight your experience with process mapping and user acceptance testing, as these are key responsibilities for the role.
✨Emphasise Stakeholder Management
Be ready to talk about your experience in liaising between technical teams and business stakeholders. Share instances where you've facilitated workshops or training sessions, as effective communication is vital for this position.
✨Demonstrate Agile Methodology Knowledge
Since the role involves participating in Agile ceremonies, brush up on Agile principles and be prepared to discuss how you've applied them in past projects. Mention any tools like JIRA or Confluence that you've used to manage requirements and track progress.
