What makes Cognizant a unique place to work?
The combination of rapid growth and an international and innovative environment!
This is creating many opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world.
At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative, and successful.
Moreover, this is your chance to be part of the success story.
Position Summary We are looking for a dynamic and detail-oriented Genesys Cloud Business Analyst to bridge the gap between business needs and technical solutions in the contact center environment.
The ideal candidate will have experience working with Genesys Cloud platforms, a deep understanding of business processes, and strong analytical skills.
This role will involve gathering and analyzing requirements, collaborating with stakeholders, and supporting the implementation of Genesys Cloud solutions to deliver exceptional customer experiences.
Mandatory Skills Bachelor's degree in Business Administration, Information Technology, or a related field.5 years of experience as a Business Analyst in contact center technology, with a focus on Genesys Cloud.Solid understanding of Genesys Cloud capabilities, including ACD, IVR, WFM, and Analytics.Strong knowledge of contact center operations and customer experience (CX) principles.Proficiency in documentation tools (e.g., Visio, Lucidchart, or similar) and Agile frameworks (e.g., Jira, Confluence).Excellent analytical, problem-solving, and communication skills.Roles And Responsibilities Requirement Gathering Collaborate with business stakeholders to identify and document requirements for Genesys Cloud solutions.Conduct workshops and interviews to understand current processes and future needs.Translate business requirements into functional specifications for technical teams.Solution Design & Documentation: Assist in designing Genesys Cloud workflows, call routing, and omnichannel solutions.Document business processes, user stories, and system workflows for approval and reference.Ensure alignment between business objectives and technical implementations.Implementation Support: Work closely with project managers, architects, and developers during the implementation phase.Participate in system testing and user acceptance testing (UAT) to validate that solutions meet requirements.Provide post-implementation support, including issue resolution and system optimization.Stakeholder Collaboration: Act as a liaison between business users and technical teams to ensure clear communication.Deliver regular project updates to stakeholders and management.Conduct training sessions and create user guides to ensure smooth adoption of Genesys Cloud features.Data Analysis & Reporting: Analyze contact center metrics and customer interaction data to provide actionable insights.Develop and maintain dashboards and reports using Genesys Cloud analytics tools.Qualifications & Certifications (Optional): Genesys Cloud certifications (e.g., Genesys Cloud Certified Professional).Experience with APIs, integrations, and CRM platforms (e.g., Salesforce, Microsoft Dynamics).Familiarity with scripting and automation in Genesys Cloud environments.Salary Range: >$100,000
Date of Posting: 13/01/2025
Next Steps: If you feel this opportunity suits you, or Cognizant is the type of organization you would like to join, we want to have a conversation with you!
Please apply directly with us.
Cognizant is committed to providing Equal Employment Opportunities.
Successful candidates will be required to undergo a background check.
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