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We are seeking an experienced Business Systems Analyst (BSA) to support a large-scale phone system migration to Genesys Cloud CX. This role requires a hands-on professional with proven success in contact center technology implementations, particularly with Genesys Cloud CX, and deep integration experience with enterprise platforms. The ideal candidate will bring a strong technical background, exceptional stakeholder management skills, and the ability to drive clarity in high-pressure environments.

Key Responsibilities:

Partner with business and IT stakeholders to gather, document, and validate requirements for Genesys Cloud CX migration.

Lead integration design and requirements between Genesys and other enterprise applications (e.g., Salesforce, CRM, workforce management tools, reporting platforms).

Translate business needs into functional and technical specifications for developers and vendors.

Collaborate with cross-functional teams, including telecom engineers, developers, QA, and project managers, to ensure seamless migration and integrations.

Facilitate workshops, requirements sessions, and solution design discussions with challenging stakeholders; manage expectations and influence decisions effectively.

Support system testing, UAT, and production rollout, ensuring issues are tracked and resolved.

Create process flows, user stories, use cases, and other documentation as needed.

Act as a liaison between technical teams and business units to ensure solutions align with business goals.

Required Skills & Experience:

Proven experience supporting a phone system migration to Genesys Cloud CX (must-have).

Strong knowledge of Genesys Cloud CX capabilities and configuration options.

Solid background in contact center operations, call routing, IVR, and customer engagement platforms.

5+ years of experience as a Business Systems Analyst in enterprise environments.

Excellent communication, facilitation, and documentation skills.

Ability to manage and influence senior and challenging stakeholders with confidence and diplomacy.

Strong problem-solving and analytical skills with attention to detail.