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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 work options, mentorship opportunities, and a collaborative culture.
- Why this job: Make a real impact in customer experience while working with cutting-edge technology.
- Qualifications: 6+ years as a Business Analyst with expertise in Genesys Cloud and related platforms.
- Other info: Immediate start available for the right candidate.
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.
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 in similar roles. This can help you gain insights into the latest trends and potentially lead to referrals.
✨Tip Number 2
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as Genesys Cloud, ServiceNow, and Salesforce. Consider taking online courses or certifications to enhance your knowledge and demonstrate your commitment to potential employers.
✨Tip Number 3
Prepare for interviews by practising common business analyst scenarios, especially those related to telephony workflows and customer experience. Be ready to discuss how you've successfully managed projects and collaborated with stakeholders in previous roles.
✨Tip Number 4
Showcase your understanding of Agile methodologies during discussions. Highlight any experience you have with Agile ceremonies and how you've contributed to product backlog refinement, as this is a key aspect of the role.
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 leadership role in previous projects and any specific achievements that demonstrate your ability to enhance customer experience and operational efficiency.
Craft a Compelling Cover Letter: In your cover letter, address the key responsibilities outlined in the job description. Discuss your experience with requirements gathering, user acceptance testing, and stakeholder management. Show how your background aligns with the needs of the company and express your enthusiasm for the role.
Highlight Relevant Skills: Clearly list your skills that match the job requirements, such as Agile methodology, telephony concepts, and systems integration. Use specific examples to illustrate your proficiency in these areas, particularly in relation to contact centre environments.
Prepare for Potential Questions: Anticipate questions related to your experience with Genesys Cloud and your approach to managing change requests and stakeholder engagement. Be ready to discuss specific projects where you successfully implemented solutions and drove operational efficiency.
How to prepare for a job interview at SRC Recruitment Ltd
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of Genesys Cloud, ServiceNow, and Salesforce. Be prepared to discuss specific projects where you've successfully integrated these systems, as this will demonstrate your hands-on experience and technical expertise.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to solve hypothetical business problems or describe how you would handle certain situations. Practising your responses to these types of questions can help you articulate your thought process and problem-solving skills effectively.
✨Highlight Your Stakeholder Management Skills
As a Senior Business Analyst, you'll need to liaise with various stakeholders. Be ready to share examples of how you've successfully managed stakeholder expectations and facilitated communication between technical teams and business units in past roles.
✨Demonstrate Your Agile Experience
Since the role involves Agile methodology, be prepared to discuss your experience with Agile practices. Share specific examples of how you've contributed to Agile ceremonies, managed product backlogs, or adapted to changes during project lifecycles.
