Senior Manager Business Analyst Genesys CX & Contact Centre Analyst

• Lead discovery and requirements-gathering sessions for contact centre and CX initiatives
• Work with architects and development teams to design solutions including routing logic, IVR flows, call journeys, and reporting structures
• Configure and implement platforms such as Genesys, AWS Connect and other contact centre technologies including queues, profiles, and contact flows
• Analyse and define requirements for CTI and CRM integrations supporting platforms such as Salesforce and ServiceNow
• Participate in test planning, UAT execution, and validation of deployed solutions
• Produce user guides, process flows, and technical documentation for support teams and stakeholders
• Act as a liaison between business teams, technical teams, and vendors ensuring alignment and expectation management
• Contribute to application lifecycle management ensuring reusability and architectural consistency

• 5+ years of experience as a Business Analyst within contact centre or telecommunications environments
• Hands-on expertise in platforms such as AWS Connect, Genesys Engage, or Genesys Cloud CX
• Strong understanding of contact centre technologies including IVR, ACD, CTI, WFM, and QM
• Demonstrated experience in CTI and CRM integrations with a focus on enhancing agent and customer experience
• Ability to translate complex technical concepts into clear, accessible language for all stakeholders
• Knowledge of Agile and Waterfall methodologies
• Technical experience with SIP, voice solutions, social media channels, chat, video, and asynchronous messaging
• Technical degree and minimum four years of contact centre experience

Exposure to platforms such as Avaya Customer Experience or Verint Engagement solutions

• Opportunity to work on advanced CX and contact centre technologies across global operations
• Exposure to complex technical landscapes and collaboration with multi‑national teams
• Ability to influence VOIS‑wide application architecture and contribute to strategic technology decisions
• Continuous learning in DevOps, cloud-based contact centre platforms, and enterprise integrations
• A collaborative environment promoting innovation, problem‑solving, and professional growth