Hi,
My name is Rohit Chauhan, and I am a Staffing Specialist at Novia Infotech LLC. I am reaching out to you on an exciting job opportunity with one of our clients.
Job Title: Senior Business Systems Analyst (Genesys Contact Center & Dynamics 365)
Location:
Phoenix, AZ
Job Summary:
We are seeking a highly experienced Senior Business Systems Analyst (BSA) with strong expertise in Contact Center technologies, particularly Genesys Cloud Platform and Microsoft Dynamics 365. This role is part of a Contact Center Transformation Program, requiring close collaboration with business stakeholders, product owners, and technical teams to deliver scalable and efficient solutions.
Key Responsibilities:
- Collaborate with Product Owners and business stakeholders to define project charter, vision, and roadmap.
- Create, manage, and refine product backlog, including epics, features, and user stories.
- Support and coordinate new feature implementation for Contact Center Operations and Technology Enablement.
- Align Genesys Cloud and Dynamics 365 capabilities with business requirements.
- Act as a bridge between technical teams and business stakeholders to ensure clear communication and delivery alignment.
- Provide functional guidance to development teams throughout the SDLC lifecycle.
- Monitor project progress, identify risks/issues, and provide timely resolution.
- Manage and resolve ServiceNow tickets, providing L1 support for contact center operations.
- Support Genesys Cloud telephony environment including troubleshooting and issue resolution.
- Ensure compliance with industry standards, regulatory, and legal requirements.
Required Skills:
- 10+ years of experience as a Business Systems Analyst / IT Systems Analyst.
- Strong hands-on experience with:
- Genesys Cloud Platform (Contact Center)
- Microsoft Dynamics 365
- Experience in Contact Center operations and transformation projects.
- Strong expertise in:
- Business Analysis (requirements gathering, backlog management)
- Agile/Scrum methodologies
- Experience with ServiceNow ticketing and support processes.
- Proficiency in:
- Microsoft Office tools
- Diagramming tools (Visio, Lucidchart, etc.)
- Strong analytical, problem-solving, and communication skills.
Preferred Skills:
- Experience in Banking / Financial Services domain.
- Familiarity with:
- Azure Cloud / DevOps environments
- Certifications in:
- Genesys Cloud / Dynamics 365 / Agile (Scrum)
- Exposure to Contact Center modernization programs.
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Rohit Chauhan IT Recruiter A: 4421 Avenida Ln, McKinney, TX, 75070
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