Business Analyst
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Summary
An experienced Business Analyst joins a major contact centre transformation program at a financial services organisation (not a bank), gathering requirements, mapping processes and customer journeys, and supporting changes across Genesys/Genesys Cloud, IVR, call routing, queues, workflows and digital channels.
Business Analyst – Contact Centre Technology
We are looking for an experienced Business Analyst with strong contact centre and Genesys experience to join a major transformation program within a financial services organisation (not a bank).
This role will suit a BA who has worked directly on contact centre technology initiatives, ideally involving Genesys / Genesys Cloud, and understands the processes, systems and customer journeys that sit behind a modern customer service operation.
This is not a generalist BA role. We are specifically looking for someone who can bring hands-on experience working across contact centre platforms, customer servicing processes and technology change.
The role Working closely with technology, operations and business stakeholders, you will support the delivery of initiatives designed to improve customer and agent experiences across the contact centre.
Your responsibilities will include:
You will bring:
We are looking for an experienced Business Analyst with strong contact centre and Genesys experience to join a major transformation program within a financial services organisation (not a bank).
This role will suit a BA who has worked directly on contact centre technology initiatives, ideally involving Genesys / Genesys Cloud, and understands the processes, systems and customer journeys that sit behind a modern customer service operation.
This is not a generalist BA role. We are specifically looking for someone who can bring hands-on experience working across contact centre platforms, customer servicing processes and technology change.
The role Working closely with technology, operations and business stakeholders, you will support the delivery of initiatives designed to improve customer and agent experiences across the contact centre.
Your responsibilities will include:
- Gathering and documenting business and functional requirements
- Mapping current and future-state contact centre processes and customer journeys
- Working across Genesys / Genesys Cloud functionality and associated contact centre technologies
- Supporting changes across areas such as IVR, call routing, queues, workflows and digital channels
- Identifying process improvements and translating operational requirements into technology solutions
- Working with technical teams on integrations between contact centre platforms and surrounding systems
- Facilitating workshops with customer service, operations, technology and product stakeholders
- Supporting delivery through requirements, testing and implementation
You will bring:
- Strong Business Analysis experience across technology transformation programs
- Hands-on project experience with Genesys
- Strong understanding of contact centre operations and technology
- Experience across areas such as IVR, call flows, routing, queues, telephony, omnichannel or agent workflows
- Experience mapping customer journeys and operational processes
- Strong requirements gathering, process mapping and workshop facilitation skills
- Experience working with technology teams, vendors and operational stakeholders
- Exposure to CRM, customer servicing platforms or contact centre integrations
- Financial services, banking, lending, insurance or other high-volume customer service experience would be highly regarded