Contact Center Business Analyst (Remote)
INFOSYS NOVA HOLDINGS LLC•Seattle, WA
•$90,000 - $100,000•Remote
About The Position
Looking for a proactive, client-facing BA who can independently lead requirement discussions and bridge business and technical teams. This role will drive requirements gathering, client workshops, BRD/FRD creation, process mapping, and UAT support for contact center modernization projects involving migration from Avaya/Cisco to Genesys Cloud CX, including IVR, IVA, Voice AI, routing, reporting, and integrations.
Requirements
- Business Analysis (BRD, FRD, User Stories, Process Flows)
- Genesys Cloud CX knowledge
- Contact Center domain experience
- IVR / IVA / Conversational AI understanding
- Client & stakeholder management
- Agile delivery experience
- Strong communication and documentation skills
- Minimum 5 years of experience
Nice To Haves
- Avaya/Cisco to Genesys migration experience
- Exposure to AI tools and automation initiatives
Responsibilities
- Drive requirements gathering
- Lead client workshops
- Create BRD/FRD
- Process mapping
- UAT support for contact center modernization projects
- Migration from Avaya/Cisco to Genesys Cloud CX
- Work with IVR, IVA, Voice AI, routing, reporting, and integrations
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
