Business Analyst, Genesys Cloud CX

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

📋 Description

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

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

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

• Ensure that business requirements align with platform capabilities (Genesys Cloud and Dynamics 365).

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

• Offer guidance and support to development teams to ensure successful project delivery.

• Monitor and report on project status, risks, and challenges.

• Oversee and resolve ServiceNow tickets, providing 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 comparable position.

• Demonstrated expertise in Contact Center environments.

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

• Exceptional communication and stakeholder management abilities.

• Familiarity with 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.

• Capability to juggle multiple priorities in a fast-moving environment.

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

• Preferred: 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 more than 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: make the most of the flexibility that comes with remote work.

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

• Global Impact: collaborate on impactful projects for top global clients and influence the future of industries.

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

• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.