Role Summary We are looking for an experienced Business Analyst with strong expertise in Genesys Contact Center technologies to lead business analysis and transformation initiatives across customer service and contact center platforms. The role requires close collaboration with business stakeholders, operations teams, architects, and delivery teams to design and implement scalable customer experience solutions leveraging Genesys capabilities.

Key Responsibilities Gather, analyze, and document business, functional, and non-functional requirements. Conduct stakeholder workshops and requirement elicitation sessions. Translate business requirements into BRDs, FRDs, user stories, process flows, and acceptance criteria.

Analyze contact center operations and identify opportunities for process improvement and automation. Define and document IVR call flows, routing strategies, queue configurations, and customer journeys. Collaborate with architects and development teams on Genesys Cloud/Engage solutions and integrations.

Support contact center transformation, migration, and enhancement projects. Coordinate SIT, UAT, and production validation activities. Manage stakeholder communication, requirement traceability, and project governance.





Participate in Agile ceremonies including sprint planning, backlog refinement, and release management. Support reporting and analytics initiatives by defining KPIs and operational metrics. Drive adoption of new capabilities through business documentation, training, and change management activities.

Required Skills 10+ years of Business Analysis experience with at least 5 years in Contact Center technologies. Solid knowledge of Genesys Cloud CX.

Experience with IVR, Routing, SIP Telephony, Workforce Management, Reporting, and Omnichannel solutions. Understanding of REST APIs, CRM integrations, and enterprise application integrations. Expertise in requirements gathering, process mapping, UAT, and stakeholder management. Strong analytical, problem-solving, and communication skills.

Experience working in Agile/Scrum environments.

Preferred Qualifications Experience in Contact Center as a Service (CCaaS) transformation program. Exposure to AI-powered capabilities such as Agent Assist, Chatbots, Conversational AI, and Call Summarization. Banking, Financial Services, Insurance, or Telecom domain experience. Agile, or Genesys certifications preferred

📌 Senior Business Analyst – Genesys Contact Center Technology (Pune)
🏢 TCS_India
📍 Pune