Business Systems Analyst - Contact Center Solutions:

Primary Skills: Genesys Cloud (Expert), Routing Frameworks (Advanced), Cross-Functional Collaboration (Advanced), System Configuration (Intermediate), Business Analysis (Expert) Contract Type: W2 Only Duration: 3+ Months with Possible Extension Location: Remote (#LI-Remote) Pay Range: $55 - $60 per hour on W2 #LP Job Summary: We are in search of a highly skilled Business Systems Analyst to join our team, focusing on enhancing contact center operations through innovative technology solutions, particularly Genesys Cloud. The role involves deep collaboration with Product and Engineering teams to ensure technical and business alignment, with a significant impact on optimizing customer experience across various functions. This position is pivotal in designing, supporting, and continuously improving contact center routing strategies and frameworks, ensuring they meet evolving operational and compliance standards. Key Responsibilities:

Analyze and document detailed business requirements for Genesys Cloud-based routing and back-office applications. Design and support scalable routing frameworks across multiple communication channels. Ensure routing designs comply with operational and regulatory requirements through stakeholder collaboration. Lead Genesys Cloud system configuration, integration, and validation efforts. Develop functional specifications, user stories, and process diagrams to support ongoing platform enhancements.

Must-Have Skills:

Strong experience with Genesys Cloud and contact center technology. Proven ability to design and implement complex routing frameworks. Excellent communication skills, capable of liaising between business and technical teams.

Industry Experience: Prior experience in contact center operations or technology environments, with a focus on back-office routing and customer experience optimization. ABOUT AKRAYA Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a thriving work environment. Most recently, we were recognized Inc's Best Workplaces 2024 and Silicon Valley's Best Places to Work by the San Francisco Business Journal (2024) and Glassdoor's Best Places to Work (2023 & 2022)! Industry Leaders in IT Staffing As staffing solutions providers for Fortune 100 companies, Akraya's industry recognitions solidify our leadership position in the IT staffing space. We don't just connect you with great jobs, we connect you with a workplace that inspires! Join Akraya Today! Let us lead you to your dream career and experience the Akraya difference. Browse our open positions and join our team!