Senior Business Analyst, Genesys Cloud CX

November 26

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Miratech

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Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

📋 Description

• Conduct workshops and interviews with business users and stakeholders to gather and clarify requirements. • Translate business objectives into clear, actionable, and technically feasible specifications. • Design or review call flows and routing logic in Genesys Cloud CX, ensuring alignment with business needs. • Prepare functional, system, and process documentation that is understandable to both business and technical teams. • Support solution design, validation, and user acceptance testing. • Collaborate with Functional Analysts, Software Engineers, and Change Managers to ensure cohesive end-to-end delivery. • Provide guidance on Genesys Cloud CX best practices, platform capabilities, and feature optimization.

🎯 Requirements

• Proven 5+ years of experience as a Business Analyst or Solution Architect in enterprise contact center environments. • Strong technical knowledge of Genesys Cloud CX platform (flows, routing, integrations). • Ability to translate business needs into technical designs and vice versa. • Excellent analytical, communication, and documentation skills. • Understanding of contact center KPIs, customer journey mapping, and CX optimization. • Experience in agile environments and stakeholder management across business and IT teams. • Ability to manage multiple priorities and work across global teams.

🏖️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. • Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program. • Work From Anywhere Culture: make the most of the flexibility that comes with remote work. • Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. • Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. • Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. • Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.