Genesys Cloud CX Business Analyst
On-site · Belo Horizonte, Minas Gerais, Brazil
Job Summary
Business Analyst for a Contact Center Transformation program focused on Genesys Cloud CX and Dynamics 365. Define project charter, vision, and roadmap; develop and maintain the product backlog with epics, features, and user stories; coordinate delivery of new features across Contact Center Operations and Technology Enablement; ensure alignment between business requirements and platform capabilities; serve as the bridge between technical teams and business stakeholders; guide development teams to successful delivery; track risks and issues and manage ServiceNow tickets including Level 1 support for contact center agents and leadership within the Genesys Cloud telephony environment; minimum 3+ years in a BA or similar role; strong experience in contact center environments; knowledge of regulatory and compliance requirements; proficient in MS Office and diagramming tools; ability to manage multiple priorities in a fast-paced environment; Bachelor’s degree in CS/IT or related field; nice-to-have certifications in Genesys Cloud, Dynamics 365, Agile/Scrum; banking/financial services industry experience; remote-friendly/work-from-anywhere culture.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- 3+ years of experience as a Business Analyst or in a similar role
- Hands-on experience with Genesys Cloud Platform and Dynamics 365
- Proficient in Microsoft Office and diagramming tools (e.g., Visio, Lucidchart)
- Excellent communication and stakeholder management skills
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.