Business Systems Analyst
$60,000–$70,000 year
HybridToronto, Ontario, Canada or North York, Pennsylvania, United States
Job Summary
Configure and support the Genesys Cloud contact center platform, including routing, reporting, and administration, to ensure reliable and optimized operations. Partner with technical teams on the implementation and optimization of AI-powered support and agent tools. Elicit, capture, and document detailed business and functional requirements from stakeholders, creating process flows, user stories, and workflow documentation. Translate business requirements into technical specifications for engineering teams and assist with sprint planning, backlog grooming, and delivery coordination. Support user acceptance testing and validation of delivered features to ensure alignment with original business intent. Maintain living documentation with full traceability from requirements through to delivery.
Required Qualifications
- Hold a post-secondary degree or diploma in Business, Computer Science, Information Systems, or a related field — or bring equivalent hands-on experience that speaks for itself.
- Bring 2–3 years of experience as a Business Analyst, ideally within a technology or financial services environment where the pace is fast and the stakes are high.
- Have hands-on experience with Genesys Cloud — whether in administration, routing configuration, reporting, or platform optimization — and know your way around its core capabilities.
- Are familiar with AI-driven contact center or agent assist platforms and understand how these tools are transforming modern customer support operations.
- Possess strong knowledge of contact center technology, operations, and terminology — you speak the language and understand the environment inside and out.
- Have demonstrated ability to capture, document, and manage both business and functional requirements with precision, structure, and stakeholder alignment.
- Are skilled at creating process flows, swim lane diagrams, user stories, and use cases that clearly communicate complex workflows to diverse audiences.
- Can confidently support engineering teams with planning artifacts, acceptance criteria, and sprint ceremonies, keeping delivery on track and the team well-informed.
- Communicate with clarity and impact — both in writing and in conversation — bridging the gap between business stakeholders and technical teams with ease.
- Are experienced working in Agile/Scrum delivery environments and thrive in iterative, collaborative settings where priorities evolve and teamwork drives results.
- Are proficient with tools like Confluence, JIRA, Miro, Visio, or equivalent platforms that support documentation, planning, and cross-team collaboration.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.