Technical Business Analyst

Job Description

Position

As a Technical Business Analyst for the Genesys CCaaS Platform team, you will be responsible for understanding business requirements, translating them into technical specifications, and collaborating with cross-functional teams to ensure the successful implementation and optimization of our CCaaS platform. You will act as a liaison between business stakeholders and technical teams, driving alignment and delivering solutions that meet the organization's objectives and customer experience goals.

Key Responsibilities

1. Requirement Gathering and Analysis:

• Collaborate with business stakeholders to elicit, document, and prioritize requirements for the Genesys CCaaS platform, ensuring alignment with organizational goals and objectives.
• Conduct thorough analysis of business processes, workflows, and system interactions to identify opportunities for improvement and optimization.
• Actively engage with business stakeholders to understand their needs and challenges, and introduce relevant features and capabilities of the Genesys CCaaS platform that can address their requirements and enhance their operations.

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2. Technical Solution Design:

• Translate business requirements into detailed technical specifications, including use cases, user stories, workflow & architecture diagrams, and data models, to guide the development and implementation of solutions on the CCaaS platform.
• Work closely with technical teams to ensure proposed solutions are feasible, scalable, and aligned with best practices and platform capabilities.

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2. Cross-Functional Collaboration:
   • Serve as a liaison between business stakeholders and technical teams, facilitating communication, collaboration, and alignment throughout the delivery lifecycle.
   • Collaborate with internal departments, including IT, customer service, and operations, to understand their requirements and priorities for the Genesys CCaaS platform and ensure their needs are met.
3. User Acceptance Testing (UAT):
   • Plan, coordinate, and execute user acceptance testing activities for new features, enhancements, and platform upgrades, ensuring business requirements are met and intended value is delivered to stakeholders.
   • Document test plans, test cases, and test results, and collaborate with development teams to address any issues or defects identified during testing.
4. Training and Documentation:
   • Develop and deliver training materials and user documentation to support the rollout and adoption of new features and functionalities on the Genesys CCaaS platform.
   • Provide ongoing support and training to end-users to ensure they can effectively utilize the platform to achieve their business objectives.

Key skills and experience required

• Bachelor's degree in Business Administration, Information Technology, or related field.
• 3+ of experience as a business analyst or technical analyst, preferably in a contact centre or customer experience environment.
• Strong understanding of contact centre operations, processes, and technologies, with experience working with Genesys or similar CCaaS platforms.
• Proven ability to translate business requirements into technical specifications and drive the successful implementation of solutions.
• Excellent analytical, problem-solving, and communication skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Experience with Agile/Scrum methodologies and tools preferred.
• Genesys certifications (e.g., Genesys Certified Associate, Genesys Certified Professional) a plus