Sr BSA with Genesys Contact Center
Diverse Lynx, Phoenix, AZ, United States
Sr BSA with Genesys Contact Center
ONSITE- Phoenix AZ
60to 70/hr
Descriptions:
"Business Analysis & Requirements Management
• Engage with business stakeholders to understand objectives, challenges, and desired outcomes related to the Genesys Cloud CX platform.
• Translate business needs into clear and comprehensive business and technical requirements, including user stories, process flows, functional specifications, and acceptance criteria.
• Recommend industry best practices, standards, and solution approaches aligned with Genesys Cloud capabilities and banking requirements.
• Perform impact analysis and provide high-level cost, effort, and risk estimates for proposed solutions.
Genesys Cloud CX Support & Administration
• Provide application support and administration for the Genesys Cloud CX platform in a multi-cultural, enterprise environment.
• Deliver excellent customer service by resolving incidents, service requests, and inquiries related to Genesys Cloud CX.
• Manage and resolve tickets and production incidents, including high-priority and critical issues, in collaboration with cross-functional teams.
• Utilize strong analytical and troubleshooting skills to diagnose system issues and support operational stability.
• Create, update, and maintain technical documentation, knowledge base articles, and troubleshooting guides for internal teams and end users.
Project Ownership & Delivery
• Own initiatives from initial request through design, development, testing, and production deployment.
• Ensure delivery is aligned with agreed timelines, scope, quality standards, and business priorities.
• Collaborate closely with development, testing, architecture, and operations teams to ensure successful implementation.
• Provide clear, proactive, and consistent communication to managers, stakeholders, and cross-functional teams.
Genesys Cloud CX Functional Expertise
• Support the design, enhancement, and optimization of contact center solutions, including call flows, IVR/IVA flows, and bot workflows.
• Partner with teams supporting Genesys modules such as Workforce Engagement Management (WEM), Quality Management, Speech & Text Analytics, and other CX optimization tools.
• Ensure routing strategies, reporting, analytics, and customer interaction designs align with enterprise customer experience goals and regulatory expectations.
Agile Delivery & Work Management
• Work within Agile delivery teams to define, refine, and manage epics, features, and user stories.
• Use Agile tools such as Azure DevOps (ADO) or equivalent platforms to track work, manage documentation, and ensure transparency.
• ctively participate in Agile ceremonies including daily stand-ups, sprint planning, backlog refinement, and retrospectives."
"Required Qualifications
• 10+ years of experience as a Business Systems Analyst, Senior Analyst, or similar role.
• 2+ years of hands-on experience supporting Genesys Cloud CX in an enterprise environment.
• Strong experience gathering, documenting, and managing business and technical requirements end-to-end.
• Proven experience working in Agile environments with expertise in user story creation and backlog management.
• Excellent English communication skills, with strong problem-solving and analytical capabilities.
• Strong documentation, facilitation, organizational, and stakeholder management skills.
• bility to manage multiple initiatives concurrently with attention to detail and quality."
Thanks & Regards
Navneet Sachan
201-534-6378
732 452 1006 Ext- 287
Navneet.sachan@diverselynx.com
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
ONSITE- Phoenix AZ
60to 70/hr
Descriptions:
"Business Analysis & Requirements Management
• Engage with business stakeholders to understand objectives, challenges, and desired outcomes related to the Genesys Cloud CX platform.
• Translate business needs into clear and comprehensive business and technical requirements, including user stories, process flows, functional specifications, and acceptance criteria.
• Recommend industry best practices, standards, and solution approaches aligned with Genesys Cloud capabilities and banking requirements.
• Perform impact analysis and provide high-level cost, effort, and risk estimates for proposed solutions.
Genesys Cloud CX Support & Administration
• Provide application support and administration for the Genesys Cloud CX platform in a multi-cultural, enterprise environment.
• Deliver excellent customer service by resolving incidents, service requests, and inquiries related to Genesys Cloud CX.
• Manage and resolve tickets and production incidents, including high-priority and critical issues, in collaboration with cross-functional teams.
• Utilize strong analytical and troubleshooting skills to diagnose system issues and support operational stability.
• Create, update, and maintain technical documentation, knowledge base articles, and troubleshooting guides for internal teams and end users.
Project Ownership & Delivery
• Own initiatives from initial request through design, development, testing, and production deployment.
• Ensure delivery is aligned with agreed timelines, scope, quality standards, and business priorities.
• Collaborate closely with development, testing, architecture, and operations teams to ensure successful implementation.
• Provide clear, proactive, and consistent communication to managers, stakeholders, and cross-functional teams.
Genesys Cloud CX Functional Expertise
• Support the design, enhancement, and optimization of contact center solutions, including call flows, IVR/IVA flows, and bot workflows.
• Partner with teams supporting Genesys modules such as Workforce Engagement Management (WEM), Quality Management, Speech & Text Analytics, and other CX optimization tools.
• Ensure routing strategies, reporting, analytics, and customer interaction designs align with enterprise customer experience goals and regulatory expectations.
Agile Delivery & Work Management
• Work within Agile delivery teams to define, refine, and manage epics, features, and user stories.
• Use Agile tools such as Azure DevOps (ADO) or equivalent platforms to track work, manage documentation, and ensure transparency.
• ctively participate in Agile ceremonies including daily stand-ups, sprint planning, backlog refinement, and retrospectives."
"Required Qualifications
• 10+ years of experience as a Business Systems Analyst, Senior Analyst, or similar role.
• 2+ years of hands-on experience supporting Genesys Cloud CX in an enterprise environment.
• Strong experience gathering, documenting, and managing business and technical requirements end-to-end.
• Proven experience working in Agile environments with expertise in user story creation and backlog management.
• Excellent English communication skills, with strong problem-solving and analytical capabilities.
• Strong documentation, facilitation, organizational, and stakeholder management skills.
• bility to manage multiple initiatives concurrently with attention to detail and quality."
Thanks & Regards
Navneet Sachan
201-534-6378
732 452 1006 Ext- 287
Navneet.sachan@diverselynx.com
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.