Genesys Contact Center Business Analyst LeadW2 Only

Summary: The Genesys Contact Center Business Analyst Lead is responsible for leading functional and business analysis for contact center modernization initiatives, collaborating with stakeholders to gather and prioritize requirements, and supporting the transition to Genesys Cloud. This role requires strong expertise in customer service processes and experience in Agile environments. The position is remote with some travel required and is classified as outside IR35.

Key Responsibilities:

• Lead functional/business analysis for contact center modernization initiatives.
• Collaborate with stakeholders to gather, document, and prioritize business requirements.
• Support the transition from legacy platforms to Genesys Cloud.
• Define user stories, acceptance criteria, and support Agile ceremonies (backlog grooming, sprint planning, reviews).
• Serve as a functional lead, guiding the team in solution design and validating business processes.
• Bridge communication between business stakeholders, IT teams, and vendors.
• Support UAT (User Acceptance Testing), training, and change management activities.
• Provide domain expertise in utility sector customer service and call center operations.

Key Skills:

• Proven experience as a Business Analyst / Functional Consultant / BA Lead.
• Strong expertise in contact center modernization and customer service processes.
• Hands-on experience with Genesys (preferred) or other leading contact center platforms.
• Experience working in Agile delivery environments.
• Strong facilitation and documentation skills (user stories, process flows, business requirements).
• Prior experience in the utility/energy/power/water industry strongly preferred.
• Excellent communication and stakeholder management skills.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: Other