Key skills
SQLTableauCRM platformsData analysisETL/ELTAnalytical skillsETLELTData EngineeringAnalyticsSnowflakeBigQueryRedshiftSaaSCRMCommunication
About this role
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. The Senior Business Systems Analyst will work closely with technical and non-technical stakeholders to integrate Voice of Customer signals across systems and ensure data accuracy and actionable insights.
Responsibilities:
- Work with technical and non-technical stakeholders to identify and integrate VoC signals across systems
- Help customers (internal and external) understand their technology stack, data flows, and opportunities for insight
- Analyze, document, and maintain workflows across various enterprise platforms (CRM, CLM, Billing, etc)
- Translate business and VoC needs into functional, system, and data requirements; proactively innovate to expand VoC signal coverage and depth
- Partner with analytics teams to support and validate reporting/Tableau dashboards
- Trace and resolve data discrepancies across upstream and downstream systems
- Collaborate with data engineering teams on data models and transformations
- Communicate impacts, risks, and trade-offs related to system and data changes
Requirements:
- 7+ years of experience as a Business Systems Analyst or similar role
- Experience supporting CRM, CLM, Billing, and/or data warehouse platforms (e.g., Snowflake, BigQuery, Redshift)
- Experience working on Qualtrics, Medallia, Pendo, Pointillist, Gainsight and other systems that capture VoC signals
- SQL skills for data analysis and troubleshooting
- Excellent story-telling through data; experience working with Tableau dashboards and reporting
- Ability to trace end-to-end data flows across systems
- Strong communication, analytical, and documentation skills
- Experience in Voice of Customer or Customer Experience teams
- Understanding of ETL/ELT and enterprise integrations
- Experience with APIs or platform integration patterns
- SaaS or subscription business experience
- Experience as part of a technical team responsible for business product ownership