Position Description:

We are seeking an experienced Business Analyst / Business Systems Analyst with strong expertise in Contact Center as a Service (CCaaS) platforms, like Genesys (Genesys Cloud CX / Amazon Connect). The ideal candidate will have deep knowledge of IVR design and call flows, contact center operations, and system integrations, and will serve as a key liaison between business stakeholders and technical teams to deliver scalable, customer-centric solutions.

Your future duties and responsibilities:

• Requirements Gathering & Documentation: Work with business partners to understand and document requirements for contact centre operations and technologies. Facilitate solution design discussions to ensure project needs are met and solutions are scalable.
• Solution Design Support: Participate in designing and implementing contact centre technology solutions, including CCaaS platforms, AIVA, Agentic AI, chat platforms, and...