Business Analyst

Job description

As the Genesys Solutions Business Analyst, you will be instrumental in optimizing the strategic application and operational efficiency of our Genesys Cloud platform to enhance customer interactions. You will translate complex business requirements into precise and actionable functional specifications, ensuring comprehensive leverage of Genesys Cloud capabilities. Functioning as a key collaborator with business stakeholders, the PMO, and Voice & Data teams, you will contribute to defining project scope and ensuring alignment with strategic objectives for seamless project execution. A core responsibility involves bridging the alignment between business vision and technical implementation through effective communication and a robust understanding of telephony solutions. Furthermore, you will drive user adoption through the development of comprehensive training programs and documentation, and proactively identify opportunities for platform enhancement and optimization through data-driven analysis. Your insights will contribute to shaping the strategic direction of our telephony roadmap, ensuring continuous innovation and alignment with evolving business imperatives. Ultimately, you will be a key contributor to optimizing our contact center operations and communication channels to deliver superior customer experiences.

Role Description:

• The Genesys Solutions Business Analyst will be central to maximizing the value and effectiveness of our Genesys Cloud platform, directly impacting customer interactions and satisfaction.
• This role demands expertise in translating complex business needs into clear, actionable functional specifications that leverage the full potential of Genesys Cloud.
• You will be a crucial collaborator, working closely with business stakeholders, the PMO, and  Voice and Data teams to shape project scope, ensure alignment with strategic objectives, and facilitate seamless project delivery.
• A key responsibility involves bridging the gap between business vision and technical execution through effective communication and a deep understanding of telephony solutions.
• Furthermore, you will champion user adoption by developing comprehensive training and documentation, and proactively identify opportunities for platform enhancement and optimization through insightful data analysis.
• Your contributions will also extend to influencing the strategic direction of our telephony roadmap, ensuring continuous innovation and alignment with evolving business needs.
• You will also be a forward-thinking partner, continuously engaging with stakeholders to anticipate future requirements and proactively guide the business towards innovative Genesys Cloud telephony solutions that address evolving challenges.

Responsibilities:

• Own the end-to-end intake of telephony project requests, ensuring thorough review, accurate business requirements, and consistent updates to the project board’s backlog.
• Facilitate detailed business requirement sessions, produce clear project briefs, and translate these into comprehensive functional specifications aligned with Genesys Cloud platform capabilities, ensuring testability and clarity.
• Work closely with business stakeholders, Voice & Data teams and the PMO to define project scope, secure approval on finalized solution designs provided by Genesys Solutions Analysts, and prioritize deliverables based on business value.
• Facilitate collaboration between business and Voice & Data team throughout the project lifecycle.
• Develop training materials, intuitive IVR call flow charts, and user-friendly documentation to support the successful adoption of new solutions. Plan and facilitate UAT sessions and deliver effective end-user training
• Take ownership of relevant ServiceNow incidents and requests, leveraging a strong understanding of the minimal configurations required for basic Genesys and telephony platform functionalities, and contribute to the knowledge base.
• Assess existing contact center platforms for enhancements and cost reduction, analyze performance data for actionable insights, and provide crucial support for change management during new solution implementations.
• Conduct engaging roadshows to demonstrate new Genesys features to the business and build compelling business cases to demonstrate ROI for new telephony initiatives.
• Contribute to the planning and development of the telephony roadmap by aligning Genesys Cloud capabilities with business strategy and providing insights from project lifecycles.
• Function as the primary communication facilitator between the Voice and Data teams and the business, ensuring a shared understanding of project timelines, technical requirements, and business value
• Proactively engage with business stakeholders through established, regular touchpoints to continuously gather current and anticipate future requirements, identify emerging needs, and address evolving challenges, providing expert guidance and strategic support through Genesys Cloud telephony solutions.

Training:

• Possessing relevant Genesys Cloud CX: Professional Certification (GCX-GCP) and Genesys Cloud CX Specialist Certifications in areas such as Workforce Engagement Management, Digital Channels, or Architect, indicating in-depth expertise in specific aspects of the platform relevant to the role.
• Relevant Business Analyst certifications such as CBAP (Certified Business Analysis Professional) or PMI-PBA (PMI Professional in Business Analysis) are highly desirable.
• Training in Agile methodologies (e.g., Scrum Master, Product Owner certification) to enhance project delivery and backlog management capabilities.
• Workshops or courses on advanced elicitation techniques, process modeling (e.g., BPMN), data analysis methodologies, and presentation skills.

What will make you successful:

• Business stakeholders consistently rate their satisfaction with the solutions you’ve helped implement, indicating alignment with their needs and expectations.
• Your well-defined specifications result in smooth and accurate development and deployment by the technical teams.
• Your thorough elicitation and documentation minimize the need for revisions and rework during the project lifecycle.
• Stakeholders and technical teams find your documentation easy to understand and directly applicable to their work.
• Your training programs are engaging and effective, leading to strong user participation and positive reviews.
• Demonstrated by usage metrics and feedback, users are effectively utilizing the new solutions and features you’ve helped implement.
• Your comprehensive training and documentation minimize the volume of basic user inquiries after deployment.
• Your proactive identification of opportunities translates into real improvements to the Genesys Cloud environment.
• Your input actively shapes the future direction of the telephony platform. You efficiently address and resolve issues, minimizing impact on users.
• Your insights and solutions are documented and accessible to others, improving overall support efficiency.
• Timely completion of prioritized tasks based on urgency and justification

Skills:

• Bachelor’s or Master’s degree in a relevant field such as Telecommunications, Information Technology, or a related discipline.
• Proven experience in developing Genesys solutions for businesses operating within high-growth, omnichannel retail, hospitality, merchant services and e-commerce industry verticals.
• Minimum 5 years of progressive experience as a Business Analyst, with a strong and demonstrable focus on Genesys Cloud contact center solution.
• Proven experience in basic Genesys Cloud configurations and a solid understanding of its functionalities.
• Strong expertise in developing and delivering comprehensive training programs for end-users on telephony applications.
• Understanding of basic API concepts and how Genesys Cloud integrates with other business systems.
• Demonstrated expertise in facilitating and supporting contact center system migrations from one platform to another, ensuring minimal disruption and successful transitions.
• Prior experience in effective collaboration with Contact Center Managers, Supervisors, and Agents to gather requirements, facilitate user acceptance testing, and ensure solutions meet operational needs.
• Experience in advising stakeholders on contact center best practices and key performance indicators (KPIs) such as Average Handle Time (AHT), After-Call Work (ACW), Average Speed of Answer (ASA), Average Wait Time (AWT), First Call Resolution (FCR), Customer Satisfaction (CSAT), Agent Occupancy, Service Level, and Abandonment Rate is highly valued.

Experience needed:

• Possesses excellent business acumen, with a deep understanding of organizational objectives and the ability to align Genesys Cloud contact center strategies with overarching business goals.
• Demonstrates familiarity with Genesys Cloud platform functionalities, including widgets, embedded clients, call control, warm/cold transfers, agent scripts, wrap-up codes, queue management, call routing and evaluation methods.
• Familiarity with CRM systems such as Zendesk and Salesforce, and how they integrate with Genesys Cloud to enhance customer interactions, including interaction logging capabilities.
• Exhibits effective communication and collaboration skills to work seamlessly with cross-functional teams, stakeholders, and vendors, facilitating clear understanding and shared goals.
• Displays an analytical mindset with the ability to analyze contact center data and metrics (e.g., AHT, FCR, CSAT, Answering Rate) for data-driven decision-making, with a demonstrated commitment to improving the customer experience through data analysis and process enhancements within the Genesys Cloud environment.
• Ability to identify and evaluate technical requirements and constraints specific to Genesys Cloud solutions to inform effective business solutions.
• Ability to use tools such as Miro to create technical documentation, including IVR call flow charts, community-facing materials, FAQs, and postings for diverse audiences (end-users and technical teams), and to maintain a comprehensive and up-to-date technical documentation catalog.
• Possesses excellent English written and verbal communication skills to effectively convey complex information to a variety of audiences.

What’s in it for you:

• Join a growing team and help us move to the next level
• Amazing benefits & perks, including equity for all Lightspeeders
• Constant development of both your skill-set and business acumen with limitless growth opportunities
• Lots of autonomy, flexible work culture
• Innovation time to explore and learn at work
• Shaping the company by joining cultural & technical committees
• Tons of growth opportunities into technical or people management roles
• Opportunity to join a fast-paced, high-growth company
• Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed family, a true Canadian tech success story

….  And enjoy a range of benefits that will keep you happy, healthy and (not) hungry.

• Lightspeed equity scheme (we are all owners).
• Flexible paid time off and remote work policies.
• Health insurance.
• Contributions to your pension plan - RRSP.
• Health and wellness benefit of $500 per year.
• Paid leave and assistance for new parents.
• Mental health online platform and counseling & coaching services.
• Training opportunities to grow your skills and career
• Volunteer day.
• Fully stacked kitchen (hot and cold beverages, meals served)
• Happy hours to build your relationships with colleagues after work

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Where to from here?

Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:

Powering the businesses that are the backbone of the global economy, Lightspeed’s one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.

Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.

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