What makes Cognizant a unique place to work? The combination of rapid growth and an international and innovative environment! This is creating many opportunities for people like YOU — people with an entrepreneurial spirit who want to make a difference in this world.

At Cognizant, together with your colleagues from all around the world, you will collaborate on creating solutions for the world's leading companies and help them become more flexible, more innovative, and successful. Moreover, this is your chance to be part of the success story.

Position Summary

We are looking for a dynamic and detail-oriented Genesys Cloud Business Analyst to bridge the gap between business needs and technical solutions in the contact center environment. The ideal candidate will have experience working with Genesys Cloud platforms, a deep understanding of business processes, and strong analytical skills. This role will involve gathering and analyzing requirements, collaborating with stakeholders, and supporting the implementation of Genesys Cloud solutions to deliver exceptional customer experiences.

Mandatory Skills

Bachelor’s degree in Business Administration, Information Technology, or a related field. 5 years of experience as a Business Analyst in contact center technology, with a focus on Genesys Cloud. Solid understanding of Genesys Cloud capabilities, including ACD, IVR, WFM, and Analytics. Strong knowledge of contact center operations and customer experience (CX) principles. Proficiency in documentation tools (e.g., Visio, Lucidchart, or similar) and Agile frameworks (e.g., Jira, Confluence). Excellent analytical, problem-solving, and communication skills.

Roles And Responsibilities

Requirement Gathering

Collaborate with business stakeholders to identify and document requirements for Genesys Cloud solutions. Conduct workshops and interviews to understand current processes and future needs. Translate business requirements into functional specifications for technical teams.

Solution Design & Documentation:

Assist in designing Genesys Cloud workflows, call routing, and omnichannel solutions. Document business processes, user stories, and system workflows for approval and reference. Ensure alignment between business objectives and technical implementations.

Implementation Support:

Work closely with project managers, architects, and developers during the implementation phase. Participate in system testing and user acceptance testing (UAT) to validate that solutions meet requirements. Provide post-implementation support, including issue resolution and system optimization.

Stakeholder Collaboration:

Act as a liaison between business users and technical teams to ensure clear communication. Deliver regular project updates to stakeholders and management. Conduct training sessions and create user guides to ensure smooth adoption of Genesys Cloud features.

Data Analysis & Reporting:

Analyze contact center metrics and customer interaction data to provide actionable insights. Develop and maintain dashboards and reports using Genesys Cloud analytics tools.

Qualifications & Certifications (Optional):

Genesys Cloud certifications (e.g., Genesys Cloud Certified Professional). Experience with APIs, integrations, and CRM platforms (e.g., Salesforce, Microsoft Dynamics). Familiarity with scripting and automation in Genesys Cloud environments.

Salary Range: >$100,000
Date of Posting: 13/01/2025

Next Steps: If you feel this opportunity suits you, or Cognizant is the type of organization you would like to join, we want to have a conversation with you! Please apply directly with us.

For a complete list of open opportunities with Cognizant, visit http://www.cognizant.com/careers. Cognizant is committed to providing Equal Employment Opportunities. Successful candidates will be required to undergo a background check.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

Cognizant is a global community with more than 300,000 associates around the world. We don’t just dream of a better way – we make it happen. We take care of our people, clients, company, communities and climate by doing what’s right. We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

Disclaimer: 
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.