IVR​/Genesys - Business System Analyst

We are seeking an experienced Business System Analyst with expertise in IVR and Genesys platforms to support contact center integration projects.

The ideal candidate will have strong analytical skills, experience in Agile environments, and the ability to translate business requirements into technical solutions.

• Collaborate with stakeholders to gather and document business requirements for IVR and Genesys solutions.
• Develop user stories, workflows, and system documentation in alignment with Agile/Scrum methodologies.
• Support integration projects for contact center and telephony systems.
• Work closely with development teams to ensure accurate implementation of requirements.
• Manage project tracking and reporting using tools like JIRA.
• Facilitate communication between business and technical teams to ensure successful project delivery.
• Provide expertise in APIs and system development methodologies.
• Ensure compliance with documentation standards and best practices.

• Bachelor’s degree in a technology-related field (preferred).
• 5+ years of experience in project delivery as a systems or business analyst.
• 3+ years of experience working on Agile teams delivering digital products.
• Strong understanding of systems development methodologies and formal documentation processes.
• Experience with project management in technology/software development environments.
• Familiarity with Genesys or similar telephony platforms.
• Knowledge of SQL, use case writing, and business process documentation.

• Experience in financial services or contact center environments.
• Exposure to APIs and integration projects.
• Strong communication, presentation, and facilitation skills.
• Ability to work effectively in a highly matrixed environment.
• Entrepreneurial mindset with a proactive approach to problem-solving.