Business Analyst, Genesys Cloud CX

🕒 May 1

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.

📋 Description

• Collaborate with the Product Owner and business stakeholders to define the project charter, vision, and roadmap • Develop, refine, and maintain the product backlog, including epics, features, and user stories • Coordinate and support the delivery of new features for Contact Center Operations and Technology Enablement • Ensure alignment between business requirements and platform capabilities (Genesys Cloud and Dynamics 365) • Act as a bridge between technical teams and business stakeholders, ensuring clear communication and transparency • Provide guidance and support to development teams to ensure successful delivery • Track and report on project progress, risks, and issues • Manage and resolve ServiceNow tickets, including Level 1 support for contact center agents and leadership within the Genesys Cloud telephony environment

🎯 Requirements

• 3+ years of experience as a Business Analyst or in a similar role • Proven expertise in Contact Center environments • Hands-on experience with Genesys Cloud Platform and Dynamics 365 • Excellent communication and stakeholder management skills • Knowledge of regulatory and compliance requirements relevant to the industry • Proficient in Microsoft Office and diagramming tools (e.g., Visio, Lucidchart) • Strong analytical and problem-solving abilities • Ability to manage multiple priorities in a fast-paced environment • Bachelor’s degree in Computer Science, Information Technology, or a related field • Nice to have: Experience in Contact Center transformation programs • Certifications in relevant technologies or methodologies (e.g., Genesys Cloud, Dynamics 365, Agile/Scrum) • Experience within the Banking or Financial Services industry

🏖️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. • Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program. • Work From Anywhere Culture: make the most of the flexibility that comes with remote work. • Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. • Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. • Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. • Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.