Business Analyst (IVR Genesys)

Requirement Gathering: Collaborate with stakeholders to elicit, analyze, and document business requirements, including functional and non‑functional requirements, to achieve superior customer experience on the IVR channel by improving automation and customer‑friendly business rules. Conduct interviews, workshops, and observations to design customer journeys on the IVR.

Data Analysis: Collect, analyze, and interpret data from various sources, including call center agent activities, to identify trends, patterns, and insights that inform business decisions. Identify agent processes that can be automated on the Genesys IVR. Develop and maintain data models, perform data mapping, and assist in data governance activities.

Process Mapping and Optimization: Evaluate existing business processes, identify ineffic...