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We have an immediate opening for the below position with one of our premium clients

Job Title: Senior Business Analyst – Customer Contact Center & AI Transformation

Work Location with Zip code: Houston, TX (onsite/Hybrid)

Duration: Long term contract

Minimum years of experience: 8+ Years

Job Details

Contact Center transformation programs
7+ years of overall experience in Genesys Cloud CX implementations, migrations, or enhancements

AI-enabled customer service capabilities:

Key Responsibilities:

Contact Center & AI Transformation

Lead business analysis activities for Genesys Cloud migrations and contact center modernization initiatives.
Define and document business requirements for Genesys AI capabilities, including:
- Agent Assist
- Automated Post-Call Work (ACW) Summarization
- AI-Driven Quality Management and Post-Interaction Analysis
- Intelligent Routing and Workforce Optimization capabilities
Partner with business and operations teams to identify opportunities for automation, productivity improvements, and enhanced customer experiences.
Evaluate current and future-state business processes and recommend technology-enabled solutions.

Business Analysis & Requirements Management

Determine, analyze, and document business, functional, and user requirements.
Develop process flows, business rules, use cases, data mappings, and functional specifications.
Apply industry-standard business analysis and system design methodologies to define scalable solutions.
Translate product roadmap initiatives into well-defined requirements, including:
- Features
- Epics
- User Stories
- Acceptance Criteria
Conduct stakeholder interviews, workshops, and requirements-gathering sessions.

Agile Product Delivery

Operate within an Agile/Scrum environment, collaborating closely with Product Owners and Scrum Teams.
Refine priorities, manage backlogs, identify dependencies, and outline milestones and deliverables.
Facilitate backlog grooming, sprint planning, and requirements clarification sessions.
Identify project risks, gaps, and opportunities and communicate recommendations proactively.

Cross-Functional Collaboration

Partner with business stakeholders, technology teams, vendors, and operational leaders to implement product capabilities.
Collaborate with developers, architects, UX teams, QA analysts, and scrum teams throughout the delivery lifecycle.
Support solution design discussions and ensure business requirements are accurately translated into technical solutions.

Testing & User Acceptance

Develop and execute User Acceptance Testing (UAT) strategies and plans.
Coordinate UAT activities from planning through execution and results reporting.
Review test plans, test cases, and validation criteria with QA and business stakeholders.
Support defect triage, issue resolution, and business sign-off processes.
Assist project teams in obtaining business user acceptance and deployment readiness.

Documentation & Governance

Maintain project documentation repositories and ensure requirements documentation remains accurate and current.
Produce business requirements documents, process diagrams, user stories, traceability matrices, and operational procedures.
Review project progress and evaluate solution effectiveness, accuracy, and efficiency post-implementation.

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