Analyste daffaires
Core
Business Analyst supporting clients in designing and executing customer experience strategic plans, translating business needs into technical configurations for contact center solutions.
Role type
Senior Business Analyst (Contact Center/CRM)
Builds
Functional specifications, user journeys, and strategic customer experience plans for contact center implementations.
Domain
Contact Center Operations / Customer Experience / Telecommunications
Deliverable
product features
Required skills
Contact center domain expertise, Genesys Engage/Cloud, CRM/ERP/ITSM systems, Draw.io, Agile/Waterfall methodologies, functional testing, process optimization, stakeholder liaison
Preferred skills
TI background in CRM/ERP/ITSM analysis, system integration experience
Technologies
Genesys Engage, Genesys Cloud, CRM, ERP, ITSM, Draw.io
Responsibilities
Facilitate workshops with clients to define use cases and business processes; validate functional design feasibility with technical leads; produce functional deliverables including design documents and specifications; translate business requirements into technical configuration parameters; coordinate between technical leads and clients on requirement changes; monitor product evolution to inform business decisions; lead functional testing with clients.
Seniority
Senior, hands-on IC
