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Business analyst (IVR, Genesys) || contract || Weehawken, NJ 100% onsite

Business analyst (IVR, Genesys)
Weehawken, NJ 100% onsite
Contract


Role Descriptions: Business Analyst Genesys Contact CentreKey ResponsibilitiesConduct workshops with business stakeholders and contact centre operations teams.Gather| analyse| and document business requirements| user stories| process flows| and acceptance criteria.Define future-state customer journeys across voice| chat| email| and digital channels.Work with Genesys architects to define:o IVR call flows o Routing strategies oAgent desktop requirementso Reporting and analytics requirements Manage requirements traceability from discovery through implementation.Support SIT| UAT| and production readiness activities. Coordinate with offshore delivery teams and business users.Support release planning and change management activities.Required Skills 

8+ years of Business Analysis experience.3+ years working on Contact Centre transformation programmes.Hands-on experience with Genesys Cloud CX| Genesys Engage| or comparable CCaaS platforms.experience in:oRequirements ManagementoUser Story CreationoProcess Mappingo Workshop FacilitationoUAT CoordinationExperience with Agile/Scrum delivery methodologies.Knowledge of customer service operations and contact centre KPIs.Preferred SkillsBFSI domain experience.Experience integrating Genesys with Salesforce| ServiceNow| CRM| or backend platforms.Knowledge of IVR| CTI| Workforce Management| and Reporting modules.

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About Author

I’m Monica Kerry, a passionate SEO and Digital Marketing Specialist with over 9 years of experience helping businesses grow their online presence. From SEO strategy, keyword research, content optimization, and link building to social media marketing and PPC campaigns, I specialize in driving organic traffic, boosting rankings, and increasing conversions. My mission is to empower brands with result-oriented digital marketing solutions that deliver measurable success.

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