Business Analyst (IVR Genesys)

TL;DR

Business Analyst (IVR Genesys): Collaborating with stakeholders to elicit, analyze, and document business requirements for digital banking channels, with an accent on improving automation and customer experience on the IVR channel. Focus on designing customer journeys, optimizing processes, and translating business needs into technical specifications.

Location: Dubai, United Arab Emirates

What you will do

• Collaborate with stakeholders to gather, analyze, and document business requirements for IVR channel improvements.
• Design customer journeys, identify automation opportunities, and optimize processes for enhanced customer experience.
• Analyze data to identify trends and inform business decisions, specifically for Genesys IVR automation.
• Work with technical teams to translate business requirements into technical specifications and design solutions.
• Manage stakeholder engagement and foster collaboration throughout the project lifecycle.
• Develop business cases, create comprehensive documentation, and support testing and quality assurance.

Requirements

• 8 years of experience as a Business Analyst.
• Strong background in requirement gathering, data analysis, and process optimization.
• Proven experience with Genesys IVR and customer journey design.
• Ability to translate business needs into technical specifications and collaborate with technical teams.
• Experience in stakeholder management, business case development, and documentation.
• Familiarity with testing, quality assurance, and continuous improvement in the banking domain.