01Overview
Job Description:
Job Description
Position
As a Technical Business Analyst for the Genesys CCaaS Platform team, you will be responsible for understanding business requirements, translating them into technical specifications, and collaborating with cross-functional teams to ensure the successful implementation and optimization of our CCaaS platform. You will act as a liaison between business stakeholders and technical teams, driving alignment and delivering solutions that meet the organization's objectives and customer experience goals.
Key Responsibilities
- Requirement Gathering and Analysis:
- Collaborate with business stakeholders to elicit, document, and prioritize requirements for the Genesys CCaaS platform, ensuring alignment with organizational goals and objectives.
- Conduct thorough analysis of business processes, workflows, and system interactions to identify opportunities for improvement and optimization.
- Actively engage with business stakeholders to understand their needs and challenges, and introduce relevant features and capabilities of the Genesys CCaaS platform that can address their requirements and enhance their operations.
- Technical Solution Design:
- Translate business requirements into detailed technical specifications, including use cases, user stories, workflow & architecture diagrams, and data models, to guide the development and implementation of solutions on the CCaaS platform.
- Work closely with technical teams to ensure proposed solutions are feasible, scalable, and aligned with best practices and platform capabilities.
- Cross-Functional Collaboration:
- Serve as a liaison between business stakeholders and technical teams, facilitating communication, collaboration, and alignment throughout the delivery lifecycle.
- Collaborate with internal departments, including IT, customer service, and operations, to understand their requirements and priorities for the Genesys CCaaS platform and ensure their needs are met.
- User Acceptance Te .
