Genesys Cloud CX Business Analyst (Contact Center)

TL;DR

Genesys Cloud CX Business Analyst (Contact Center): Defining product vision, roadmap, and delivery structure for a Contact Center Transformation Program with an accent on Genesys Cloud and Microsoft Dynamics 365. Focus on aligning business requirements with platform capabilities and managing the product backlog to optimize contact center operations.

Location: Monterrey, Mexico (Work From Anywhere / Remote)

Company

hirify.global is a global IT services and consulting company that supports digital transformation for some of the world's largest enterprises.

What you will do

• Collaborate with the Product Owner and stakeholders to define the project charter, vision, and roadmap.
• Develop, refine, and maintain the product backlog, including epics, features, and user stories.
• Coordinate the delivery of new features for Contact Center Operations and Technology Enablement.
• Act as a bridge between technical teams and business stakeholders to ensure communication and transparency.
• Provide guidance to development teams to ensure successful feature delivery.
• Manage ServiceNow tickets and provide Level 1 support for 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 Microsoft Dynamics 365.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proficient in Microsoft Office and diagramming tools such as Visio or Lucidchart.

Nice to have

• Experience in Contact Center transformation programs.
• Certifications in Genesys Cloud, Dynamics 365, or Agile/Scrum methodologies.
• Experience within the Banking or Financial Services industry.

Culture & Benefits

• Work From Anywhere culture providing full remote flexibility.
• Comprehensive compensation package including health insurance.
• Relocation program available.
• Professional development opportunities, including certification programs and mentorship.
• Inclusive multicultural environment with regular team-building and social events.