Genesys Senior Business Analyst

About this Role

We are seeking a Genesys Business Analyst to join our centralised IT team within VOIS. This individual will play a pivotal role in delivering and maintaining contact centre solutions, including consultancy and support for Omni-channel Unified Contact Centre architecture. The role involves designing, developing, and integrating contact centre applications, collaborating with cross-functional teams, and ensuring alignment with business and security standards. The position is based in VOIS Egypt or VOIS India.

What you’ll d

• oLead discovery sessions to gather and document business, functional, and technical requirements
• .Design and propose contact centre solutions including call flows, routing logic, IVR scripts, and reporting
• .Configure and implement platforms such as AWS Connect and Genesys
• .Define and document CTI and CRM integration requirements to ensure seamless agent experience
• .Develop and execute test plans including UAT to validate solution quality
• .Create user guides, process flows, and technical documentation; deliver training to users and support teams
• .Act as a liaison between stakeholders, development teams, and vendors to ensure project alignment

.Who you ar

• eA professional with 5+ years of experience in contact centre or telecommunications projects
• .Skilled in AWS Connect, Genesys Engage, or Genesys Cloud CX platforms
• .Knowledgeable in IVR, ACD, CTI, WFM, and QM technologies
• .Experienced in CTI and CRM integrations (e.g., Salesforce, ServiceNow)
• .Strong communicator with analytical and problem-solving skills
• .Familiar with Agile and Waterfall methodologies
• .Holds a technical degree and has 4+ years’ experience in contact centre environments
• .Technically proficient in SIP, voice solutions, and multi-channel messaging services
• .Exposure to Avaya and Verint platforms is a plus

.