CX Business Analyst

As a CX Business Analyst, you will collaborate with stakeholders to elicit and document business requirements specific to virtual assistant and interaction flows. Analyze current contact center operations and identify opportunities for improvement, translating business needs into call flows and functional specifications. You will partner with technical teams in designing and configuring the Genesys Cloud features including routing, IVR and integrations. You will also assist in testing, validation, and troubleshooting during deployment phases. You will write test cases and lead system and user acceptance testing. You'll act as a liaison between business units, IT, and vendors to ensure alignment and clear communication. Lead workshops, demos, and training sessions to support user adoption and change management. You will also maintain detailed documentation of requirements, configurations, and deployment plans.