Genesys Solutions Business Analyst

Job Description

Lightspeed is seeking a Genesys Solutions Business Analyst to optimize the strategic application and operational efficiency of their Genesys Cloud platform. This role is crucial for enhancing customer interactions and satisfaction. The Business Analyst will translate complex business requirements into actionable functional specifications, leveraging the full potential of Genesys Cloud.

The role involves close collaboration with business stakeholders, the PMO, and Voice & Data teams to define project scope and ensure alignment with strategic objectives. Effective communication and a deep understanding of telephony solutions are essential for bridging the gap between business vision and technical execution.

The Genesys Solutions Business Analyst will also champion user adoption by developing comprehensive training and documentation. Proactive identification of opportunities for platform enhancement and optimization through data analysis is a key responsibility. The role also contributes to shaping the strategic direction of Lightspeed's telephony roadmap, ensuring continuous innovation and alignment with evolving business needs.

Responsibilities:

• Own the end-to-end intake of telephony project requests.
• Facilitate detailed business requirement sessions and produce clear project briefs.
• Work closely with business stakeholders, Voice & Data teams, and the PMO to define project scope.
• Develop training materials, IVR call flow charts, and user-friendly documentation.
• Plan and facilitate UAT sessions and deliver effective end-user training.
• Take ownership of relevant ServiceNow incidents and requests.
• Assess existing contact center platforms for enhancements and cost reduction.
• Conduct engaging roadshows to demonstrate new Genesys features.
• Contribute to the planning and development of the telephony roadmap.
• Function as the primary communication facilitator between the Voice and Data teams and the business.
• Proactively engage with business stakeholders to gather current and anticipate future requirements.

Requirements:

• Bachelor's or Master's degree in Telecommunications, Information Technology, or a related field.
• Minimum 5 years of progressive experience as a Business Analyst, with a focus on Genesys Cloud.
• Proven experience in developing Genesys solutions for businesses.
• Strong expertise in developing and delivering comprehensive training programs.
• Understanding of basic API concepts and Genesys Cloud integrations.
• Experience in contact center system migrations.
• Familiarity with CRM systems such as Zendesk and Salesforce.
• Excellent English written and verbal communication skills.

Lightspeed offers:

• Equity for all employees.
• 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.
• Fully stacked kitchen.