Business Analyst - Genesys Cloud

Overview

We are seeking a passionate and skilled Business Analyst with expertise in Genesys Cloud to join our diverse and inclusive team. The ideal candidate will have experience in customer-service environments, familiarity with conversational AI technologies, and a strong understanding of customer-journey analysis. At our company, we value diverse perspectives and are committed to fostering an equitable workplace where every voice is heard and respected.

Responsibilities

• Collaborate with stakeholders to gather, analyze, and document business requirements related to Genesys Cloud implementations.
• Analyze customer service processes and workflows to identify opportunities for improvements using conversational AI and automation.
• Conduct comprehensive customer-journey analysis to enhance user experiences and optimize customer engagement strategies.
• Partner with technical teams to ensure business requirements are translated into appropriate technical solutions.
• Develop and deliver reports, dashboards, and presentations to communicate findings and recommendations effectively to diverse audiences.
• Facilitate workshops and meetings with cross-functional teams to ensure alignment and shared understanding of project goals.
• Support testing and validation of Genesys Cloud solutions to ensure they meet business needs and customer expectations.
• Advocate for inclusive design principles that accommodate diverse customer profiles and accessibility considerations.

Qualifications

• Proven experience as a Business Analyst in a customer-service environment, preferably with a focus on Genesys Cloud.
• Strong knowledge of conversational AI technologies and customer-journey mapping techniques.
• Excellent analytical, communication, and interpersonal skills, with an emphasis on collaboration and empathy.
• Experience working in diverse and multi-disciplinary teams, demonstrating cultural competence and inclusivity.
• Proficient in using business analysis tools and software related to customer experience management.
• Ability to think critically and creatively to solve complex business challenges.
• Bachelor's degree in Business, Information Technology, or a related field is preferred.
• Commitment to continuous learning, diversity, equity, and inclusion in the workplace.

Day-to-Day

• Engage with customer service representatives and managers to understand pain points and gather insights.
• Review and analyze customer interaction data from Genesys Cloud to identify patterns and improvement areas.
• Design and update customer journey maps that incorporate AI-driven touchpoints.
• Participate in sprint planning and agile ceremonies to prioritize and clarify requirements.
• Collaborate closely with developers and quality assurance teams to oversee solution development and testing.
• Prepare clear and inclusive documentation tailored for technical and non-technical stakeholders.
• Attend diversity and inclusion trainings and contribute ideas to enhance our workplace culture.
• Stay current with industry trends in AI and customer experience to recommend innovative improvements.

Amoria Bond operates as an employment Business and agency. No terminology in this advert is intended to discriminate on the grounds of age or experience, and we confirm that we are happy to accept applications from persons of any age or experience for this role.