Lead discovery and requirements-gathering sessions for contact centre and CX initiatives.
Work with architects and development teams to design solutions including routing logic, IVR flows, call journeys, and reporting structures.
Configure and implement platforms such as Genesys, AWS Connect and other contact centre technologies including queues, profiles, and contact flows.
Analyse and define requirements for CTI and CRM integrations supporting platforms such as Salesforce and ServiceNow.
Participate in test planning, UAT execution, and validation of deployed solutions.
Produce user guides, process flows, and technical documentation for support teams and stakeholders.
Act as a liaison between business teams, technical teams, and vendors ensuring alignment and expectation management.
Contribute to application lifecycle management ensuring reusability and architectural consistency.

5+ years of experience as a Business Analyst within contact centre or telecommunications environments.
Hands-on expertise in platforms such as AWS Connect, Genesys Engage, or Genesys Cloud CX.
Strong understanding of contact centre technologies including IVR, ACD, CTI, WFM, and QM.
Demonstrated experience in CTI and CRM integrations with a focus on enhancing agent and customer experience.
Ability to translate complex technical concepts into clear, accessible language for all stakeholders.
Knowledge of Agile and Waterfall methodologies.
Technical experience with SIP, voice solutions, social media channels, chat, video, and asynchronous messaging.
Exposure to platforms such as Avaya Customer Experience or Verint Engagement solutions.
Technical degree and minimum four years of contact centre experience.

Opportunity to work on advanced CX and contact centre technologies across global operations.
Exposure to complex technical landscapes and collaboration with multi‑national teams.
Ability to influence VOIS‑wide application architecture and contribute to strategic technology decisions.
Continuous learning in DevOps, cloud-based contact centre platforms, and enterprise integrations.
A collaborative environment promoting innovation, problem‑solving, and professional growth.

Senior Manager, Business Analyst – Genesys CX & Contact Centre Analyst

Key skills