Business Analyst:

·         Lead design sessions with customers

·         Collaborate with the customer to develop design specifications, business needs and other factors that impact operational requirements and end user experience.

·         Document all system design which includes call flows and a data collection workbook. Depending on the design a Solution Design document might be needed

·         Exhibit knowledge and understanding of industry best practices for contact center

·         Compare customer’s current operations vs best practices for contact center

·         Assist with and/or create QA/UAT test scripts utilizing the design documentation (Visio call flows, data collections workbook, etc.)

·         Execute internal end to end QA testing and communicate defects to build team

·         Train customers on the use of test scripts and defect reporting

·         Host UAT stand-up meetings with customers to discuss testing progress, blockers, and questions

·         Maintain current knowledge of Genesys products

·         Develop best practices around discovery, design, testing, and training

·         Preferred candidate will bring to the table: Contact center experience, Large enterprise CCaaS deployments, Demonstrable agile experience (Delivered in Agile)