Genesys Senior Business Analyst

5 days ago

London Area, United Kingdom SRC Recruitment Ltd Full time

Genesys Senior Business Analyst - IMMEDIATE REQUIREMENT

We are seeking
IMMEDIATELY
an experienced
Genesys Senior Business Analyst.

As a Senior Business Analyst, you will take a leadership role in translating business needs into detailed solutions within Genesys Cloud, ServiceNow, and Salesforce environments. You will act as the key liaison between business stakeholders and technical teams to ensure successful, scalable implementations that enhance customer experience and operational efficiency.

Key Responsibilities of Genesys Senior Business Analyst

  • Lead end-to-end requirements gathering, analysis, and documentation for Genesys Cloud or Similar systems for contact centre projects integrating with ServiceNow and Salesforce platforms using AI orchestration.
  • Collaborate closely with business units, project managers, developers, and third-party vendors to define solution scope, functional specifications, and user stories.
  • Support design and configuration of telephony workflows, including IVR, call routing, agent skills, and workforce management aligned with CRM and ITSM workflows.
  • Develop and maintain detailed process maps, use cases, and test plans to validate solution delivery.
  • Drive user acceptance testing (UAT) and coordinate defect management in collaboration with QA teams.
  • Provide mentorship and guidance to junior BAs and coordinate cross-functional stakeholder engagement.
  • Facilitate workshops and training sessions to promote adoption and proficiency in integrated solutions.
  • Actively participate in Agile ceremonies and contribute to product backlog refinement.
  • Manage change requests and assess impact on integrated telephony and CRM systems.

Required Qualifications and Skills for Genesys Senior Business Analyst

  • Bachelor's degree or higher in Business, IT, Telecommunications, or a related field.
  • 6+ years of experience as a Business Analyst working with Genesys Cloud, Verint, ServiceNow, and Salesforce, ideally in contact center or customer experience environments.
  • Strong knowledge of contact center telephony concepts including IVR, ACD, workforce management, and omnichannel routing.
  • Experience with systems integration and data synchronization strategies between Genesys, ServiceNow, and Salesforce.
  • Proficient in Agile methodology, requirements lifecycle management, and tools like JIRA, Confluence, or similar.
  • Excellent stakeholder management, communication, and interpersonal skills.
  • Experience creating detailed functional specifications, process flows, and training documentation.
  • Ability to analyze complex business processes and provide solutions that drive operational efficiency and customer satisfaction.

Preferred Experience for Genesys Senior Business Analyst

  • Certifications such as CBAP, PMI-PBA, or Agile Scrum Master/Product Owner.
  • Exposure to API integrations and middleware platforms.
  • Experience in working with Contact center Agent Automation channels, (Virtual Agents, Agent Assist, IVR Agent) AI usecases, and Routing of tickets.
  • Enabling AI Platforms (NLP, Conversional AI, Generative AI, and AI Orchestrator)
  • Experience with cloud contact center migrations or implementations using Genesys Cloud or similar technologies.
  • Familiarity with data analytics tools and KPIs used in contact centers.

  • Business Analyst Genesys

    4 days ago

    London, Greater London, United Kingdom Xcelyst Partners Full time

    I'm currently hiring for an exciting senior leadership role with iOPEX Technologies, supporting our end client iOpex Technolgies.. We're looking for a Delivery Lead / Head – Genesys Solutions to drive enterprise-scale programs. Location: London (Hybrid: 2–3 days onsite) Mode: Fixed Term Contract (long-term) -1 Year Salary: Up to 100 K GBP LPA...

  • Genesys Delivery Manager

    5 days ago

    London Area, United Kingdom SRC Recruitment Ltd Full time

    Genesys Delivery ManagerLong term ContractWe are seeking a number of highly experiencedGenesys Delivery Managersto lead the end-to-end delivery of a majorGenesys Cloud / Engagetransformation for a global enterprise client. This is a long-term engagement within a complex, multi-vendor environment, requiring strong delivery leadership, stakeholder management,...

  • Senior Account Executive

    7 days ago

    Greater London, United Kingdom Genesys Full time

    Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce...

  • Senior Account Executive

    16 hours ago

    City Of London, United Kingdom Genesys Full time

    Senior Account Executive page is loaded## Senior Account Executivelocations: London (Flexible)time type: Full timeposted on: Posted Todayjob requisition id: JR108682Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the...

  • Sr. Global Wem Business Specialist

    5 days ago

    London, United Kingdom Genesys Full time

    locations - London, United Kingdom - time type - Full time - posted on - Posted Today - job requisition id - JR106464 - Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations...

  • Senior Principal CX Advisory Consultant

    6 days ago

    London, United Kingdom Genesys Full time

    Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce...

  • Senior Account Executive

    2 weeks ago

    Greater London, United Kingdom Genesys Full time

    Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce...

  • Senior Account Executive

    2 weeks ago

    London, Greater London, United Kingdom Genesys Full time £90,000 - £120,000 per year

    Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce...

  • Senior Account Executive

    1 week ago

    London, United Kingdom Genesys Full time

    Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AI-powered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce...

  • Senior Principal CX Advisory Consultant

    6 days ago

    London, United Kingdom Genesys Full time

    Join the team and create the future of customer experience together. Senior Principal CX Advisory Consultant (Individual Contributor) Location: London flexible office Join the Genesys CX Advisory team to help enterprise customers define and execute their AI Orchestration strategy. You’ll lead complex transformation programs, advise on CX (customer...