Business Analyst, Genesys Cloud CX

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Collaborate with the Product Owner and business stakeholders to establish the project charter, vision, and roadmap.

• Develop, enhance, and manage the product backlog, which includes epics, features, and user stories.

• Coordinate and facilitate the delivery of new features for Contact Center Operations and Technology Enablement.

• Ensure alignment between business needs and platform capabilities (Genesys Cloud and Dynamics 365).

• Serve as a liaison between technical teams and business stakeholders, promoting clear communication and transparency.

• Provide guidance and assistance to development teams to ensure successful project delivery.

• Monitor and report on project progress, risks, and issues.

• Manage and resolve ServiceNow tickets, offering Level 1 support for contact center agents and leadership within the Genesys Cloud telephony environment.

⛳️ Requirements

• A minimum of 3 years of experience as a Business Analyst or in a related role.

• Proven experience in Contact Center environments.

• Practical experience with the Genesys Cloud Platform and Dynamics 365.

• Exceptional communication and stakeholder management skills.

• Understanding of regulatory and compliance requirements pertinent to the industry.

• Proficient in Microsoft Office and diagramming tools (e.g., Visio, Lucidchart).

• Strong analytical and problem-solving skills.

• Capable of managing multiple priorities in a fast-paced environment.

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline.

• Nice to have: Experience in Contact Center transformation initiatives.

• Certifications in relevant technologies or methodologies (e.g., Genesys Cloud, Dynamics 365, Agile/Scrum).

• Experience in the Banking or Financial Services sector.

🏝️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance and a relocation program.

• Work From Anywhere Culture: take advantage of the flexibility that comes with remote work.

• Growth Mindset: benefit from a variety of professional development opportunities, including certification programs, mentorship, talent investment programs, internal mobility, and internship opportunities.

• Global Impact: work on meaningful projects for leading global clients and help shape the future of industries.

• Welcoming Multicultural Environment: be part of a vibrant, global team and thrive in an inclusive and supportive workplace with open communication and regular team-building social events.

• Social Sustainability Values: engage in our sustainable business practices centered around five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.