Business Analyst – Customer Contact Center & AI Transformation at Houston, TX (onsite/Hybrid)

Hi  ,

Hope you are doing well!!

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:

• Agent Assist
• Automated Call/ACW Summarization
• Conversational Intelligence
• Quality Management Analytics
• Agile/Scrum environment
• Requirements gathering, user stories, epics, acceptance criteria
• Process mapping and stakeholder management
• UAT planning and execution
• CCaaS platforms, CX, IVR, Omnichannel solutions preferred

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.