Senior Business Analyst-Genesys

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  • Uttar Pradesh Karnataka
  • Permanent
  • Full-time
  • 1 month ago
Role Senior- Business Analyst
Experience -5+ years
Location -Noida/Bangalore
Type -CIEL PayrollRoles and Responsibilities-Provides full life cycle analysis, development, support and complex problem resolution that
meets customer requirements and SLAs for Telephony platform.
Possesses a working knowledge of end-to-end business and IT processes related to
Telephony Call Center and IVR platforms.
Work as part of Telephony support team with other technology leaders, development staff
and technical/business analysts to create technical solutions.
Communicate progress, technical issues, and issue resolution.
Responsibilities:
  • Support successful implementation of Telephony Call Center projects and timely service
in both On-Premise and Cloud platforms and Specifically Genesys Cloud
  • Create Detailed Dialog Specification (DDS) and Call Flow design documents
  • Document the technical / network requirements, design, and testing information to
ensure quality output that meets stated business needs
  • Assist Product Owners with story creation and managing product backlogs.
  • Deliver end to end application solution components on time and within budget that meet
the stated business needs , and conform to IT methodologies and Data Management
practices
  • Create Project Documentation / SOX artifacts that meet SDLC standards
  • Create robust, high quality technical solutions for business and technology customers
  • Participates in delivery of fully tested applications or components of more complex
applications for System and Acceptance Testing
  • Collaborate with other technology and development staff to provide solution
alternatives that ensure key deliverables are achieved
  • Uses business knowledge to support business case development that leverage the
appropriate level of qualitative and quantitative information to support business objectives
  • Create and modify technical processes, designs, and solutions as required
  • Identify and support resolution of risks that could impact ability to deliver results within
the stated objectives
  • Understand and manage the effect of change (regulatory, market or internal) on business
processes, IT solutions and toolsRequired Qualifications:
  • Has experience with Genesys, WFM, WWE, Designer, and Platform Administration.
  • 3-5 years of System Analyst experience with IVR design, Call Routing, Speech
Recognition, and Omni Channel Solutions.
  • 1-2 years of experience with Google AI products. CX Dialog Flow, CCAI, Google Insights.
  • 3-5 years of experience with Telephony On-Premise and / or Cloud platforms.
  • 3-5 years Data Analytics / Operational Reporting - Tableau, SQL, Excel
  • Experience working with IVR Computer Telephony Integration (CTI) Screen Pops on
platforms such as Genesys, Avaya, and Cisco.

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