Genesys Cloud CX Business Analyst

Miratech

19h•Remote

About The Position

We are looking for a Business Analyst with a strong background in Contact Center operations to join our Contact Center Transformation Program. The successful candidate will collaborate closely with the Product Owner and business stakeholders to define the product vision, roadmap, and delivery structure (charter, backlog, epics, and features). This role will also be responsible for coordinating and supporting the delivery of new features across Contact Center Operations and Technology Enablement. A solid understanding of Genesys Cloud Platform and Microsoft Dynamics 365 is essential to ensure alignment between platform capabilities and business needs.

Requirements

3+ years of experience as a Business Analyst or in a similar role
Proven expertise in Contact Center environments
Hands-on experience with Genesys Cloud Platform and Dynamics 365
Excellent communication and stakeholder management skills
Knowledge of regulatory and compliance requirements relevant to the industry
Proficient in Microsoft Office and diagramming tools (e.g., Visio, Lucidchart)
Strong analytical and problem-solving abilities
Ability to manage multiple priorities in a fast-paced environment
Bachelor’s degree in Computer Science, Information Technology, or a related field

Nice To Haves

Experience in Contact Center transformation programs
Certifications in relevant technologies or methodologies (e.g., Genesys Cloud, Dynamics 365, Agile/Scrum)
Experience within the Banking or Financial Services industry

Responsibilities

Collaborate with the Product Owner and business stakeholders to define the project charter, vision, and roadmap
Develop, refine, and maintain the product backlog, including epics, features, and user stories
Coordinate and support the delivery of new features for Contact Center Operations and Technology Enablement
Ensure alignment between business requirements and platform capabilities (Genesys Cloud and Dynamics 365)
Act as a bridge between technical teams and business stakeholders, ensuring clear communication and transparency
Provide guidance and support to development teams to ensure successful delivery
Track and report on project progress, risks, and issues
Manage and resolve ServiceNow tickets, including Level 1 support for contact center agents and leadership within the Genesys Cloud telephony environment