Business Systems Analyst
- United IT Solutions Inc
49 Days Ago
NA
NA
Remote
9-12 Years
Required Skills: Jira, Confluence, Agile project management tools, Genesys Routing strategies, REST, SOAP, Web Services, SQL, data analysis tools, and reporting frameworks
Job Description
Job Summary
We are seeking a highly technical and experienced Senior Business Systems Analyst to design, implement, and optimize complex contact center routing solutions within a global enterprise environment. This role demands deep expertise in contact center technologies (especially Genesys), system integration, and routing architectures, along with the ability to collaborate effectively across technical and business teams. The candidate will play a critical role in enabling seamless, scalable, and efficient customer contact experiences.
Key Responsibilities
Contact Center Routing & Solution Design
- Design, implement, and manage contact center routing solutions using Genesys Cloud CX.
- Create advanced routing workflows to optimize customer interactions across voice, chat, email, and other channels.
- Analyze interaction flows and develop routing strategies to align with SLA requirements and business objectives.
- Troubleshoot and resolve routing issues in real-time, minimizing operational impact.
System Integration & Technical Documentation
- Integrate contact center solutions with CRM platforms (e.g., Salesforce, Microsoft Dynamics) and backend systems via APIs and middleware.
- Document technical requirements, solution designs, and integration workflows for development, QA, and maintenance.
- Work with IT teams to manage system configurations, updates, and feature rollouts.
Monitoring, Analytics & Optimization
- Use monitoring tools (e.g., Genesys Infomart, BI) to assess routing performance and identify areas for improvement.
- Analyze data to uncover trends, troubleshoot anomalies, and recommend optimizations to enhance customer experience.
- Develop dashboards and reporting frameworks for real-time and historical performance tracking.
Stakeholder Collaboration & Agile Delivery
- Act as a liaison between business stakeholders and technical teams to gather, refine, and prioritize requirements.
- Lead sprint planning, backlog grooming, and release management activities within an Agile framework.
- Facilitate regular communication with leadership, providing updates on routing architecture, performance metrics, and enhancement initiatives.
Required Technical Skills
- 5+ years of experience in contact center technologies, specifically Genesys or other enterprise contact center platforms.
- Proficiency in Genesys Routing strategies, including ORS, URS, and GRE.
- Experience with API-based integrations, including REST, SOAP, and Web Services.
- Strong skills in SQL, data analysis tools, and reporting frameworks (e.g., Tableau, Power BI).
- Familiarity with JIRA, Confluence, and Agile project management tools.
Preferred Technical Expertise
- Advanced knowledge of Genesys Cloud CX.
- Experience in speech analytics, Workforce Management (WFM), and AI-driven chatbots.
- Exposure to security frameworks for contact center solutions (e.g., PCI-DSS compliance).
Soft Skills
- Exceptional problem-solving and debugging skills, with the ability to diagnose issues in complex environments.
- Strong written and verbal communication skills to articulate technical concepts clearly.
- Team-oriented mindset, with a focus on collaboration and knowledge sharing.
