REMOTE-Genesys Contact Center Business Analyst Lead||Los Angeles, CA ( Travel 1 week/Month) || W2
Posted 1 week ago by 1757408015
Negotiable
Outside
Remote
USA
Summary: The Genesys Contact Center Business Analyst Lead will spearhead functional and business analysis for contact center modernization projects, focusing on transitioning to Genesys Cloud. This role involves collaborating with stakeholders to gather and prioritize requirements, guiding solution design, and supporting Agile methodologies. The position requires strong expertise in customer service processes within the utility sector and effective communication between various teams. The role is remote with occasional travel to Los Angeles, CA.
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: Los Angeles
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: Other
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.
Qualifications:
- 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.