Genesys Senior Business Analyst - IMMEDIATE REQUIREMENT

We are seeking IMMEDIATELY an experienced Genesys Senior Business Analyst.

As a Senior Business Analyst, you will take a leadership role in translating business needs into detailed solutions within Genesys Cloud, ServiceNow, and Salesforce environments. You will act as the key liaison between business stakeholders and technical teams to ensure successful, scalable implementations that enhance customer experience and operational efficiency.

Key Responsibilities of Genesys Senior Business Analyst

Lead end-to-end requirements gathering, analysis, and documentation for Genesys Cloud or Similar systems for contact centre projects integrating with ServiceNow and Salesforce platforms using AI orchestration. Collaborate closely with business units, project managers, developers, and third-party vendors to define solution scope, functional specifications, and user stories. Support design and configuration of telephony workflows, including IVR, call routing, agent skills, and workforce management aligned with CRM and ITSM workflows. Develop and maintain detailed process maps, use cases, and test plans to validate solution delivery. Drive user acceptance testing (UAT) and coordinate defect m...