Akraya
Business Systems Analyst - Contact Center Technologies:
Akraya, San Jose, California, United States, 95199
Primary Skills: Genesys Cloud (Expert), Business Analysis (Advanced), Routing Frameworks (Advanced), CRM Integration (Proficient), Documentation (Proficient)
Contract Type: W2 Only
Duration: 6+ Months with Possible Extension
Location: Remote
Pay Range: $55 - $60 per hour on W2
Job Summary:
We are seeking an experienced Business Systems Analyst specialized in contact center technology, specifically with expertise in Genesys Cloud, to play a pivotal role in developing and supporting innovative customer experience strategies. This role involves close collaboration with Product and Engineering teams to ensure technical solutions meet business requirements and operational needs effectively. The candidate will facilitate the optimization of workflows and contribute to the enhancement of customer service functions across various channels.
Key Responsibilities:
Analyze and document business requirements for Genesys Cloud-based routing strategies. Design and support scalable routing frameworks for both voice and messaging, adapting to various business units and channels. Collaborate with stakeholders to ensure operational and compliance requirements are met through effective routing and framework designs. Lead system configuration, integration planning, and successful execution of Genesys Cloud solutions. Develop functional specifications, user stories, and assist in UAT to ensure smooth implementation and optimization of routing strategies.
Must-Have Skills:
Profound knowledge and experience with Genesys Cloud and contact center operations. Excellent business analysis skills with an ability to transform business needs into technical solutions. Strong documentation and communication skills, capable of liaising with both business and technical teams.
Industry Experience:
Extensive background in contact center technology, particularly in the context of back-office routing and customer service operations.
This position offers remote work flexibility and requires a candidate with a strong background in both the technical and operational facets of contact center technology.
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!
Analyze and document business requirements for Genesys Cloud-based routing strategies. Design and support scalable routing frameworks for both voice and messaging, adapting to various business units and channels. Collaborate with stakeholders to ensure operational and compliance requirements are met through effective routing and framework designs. Lead system configuration, integration planning, and successful execution of Genesys Cloud solutions. Develop functional specifications, user stories, and assist in UAT to ensure smooth implementation and optimization of routing strategies.
Must-Have Skills:
Profound knowledge and experience with Genesys Cloud and contact center operations. Excellent business analysis skills with an ability to transform business needs into technical solutions. Strong documentation and communication skills, capable of liaising with both business and technical teams.
Industry Experience:
Extensive background in contact center technology, particularly in the context of back-office routing and customer service operations.
This position offers remote work flexibility and requires a candidate with a strong background in both the technical and operational facets of contact center technology.
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!