Job Description

About US: We are a company that provides innovative, transformative IT services and solutions. We are passionate about helping our clients achieve their goals and exceed their expectations. We strive to provide the best possible experience for our clients and employees. We are committed to continuous improvement and innovation, and we are always looking for ways to improve our services and solutions. We believe in working collaboratively with our clients and employees to achieve success.

DS Technologies Inc is looking for Senior Business Systems Analyst role for one of our premier clients.

Job Title: Senior Business Systems Analyst

Location: Remote (Fulltime Role)(No C2C, No Contract)

Industry: E-commerce, Technology

Job Category: IT & Business Systems

Application Process:

To move forward, candidates are required to complete the AI test using the link below And Further Step Move Forward For Submission After Completion Of Test

micro ai link :-

We are seeking a highly technical and experienced Senior Business Systems Analyst to design, implement, and optimize complex contact center routing solutions within a global enterprise environment. The role requires deep expertise in Genesys Cloud CX , system integration, and routing architectures, along with strong collaboration skills across technical and business teams.

Senior Business Systems Analyst (Fulltime Position)

• Design, implement, and manage Genesys Cloud CX contact center routing solutions.
• Develop advanced routing workflows across voice, chat, email , and other channels.
• Analyze interaction flows and optimize routing strategies based on SLA requirements and business objectives.
• Troubleshoot and resolve routing issues to minimize operational impact.

• Integrate contact center solutions with CRM platforms (Salesforce, Microsoft Dynamics) and backend systems via APIs and middleware .
• Document technical requirements, solution designs , and integration workflows.
• Manage system configurations, updates, and feature rollouts with IT teams.

• Use monitoring tools ( Genesys Infomart, BI tools ) to assess routing performance.
• Analyze data to identify trends, troubleshoot issues, and recommend optimizations.
• Develop dashboards and reporting frameworks for real-time and historical tracking.

• Act as a liaison between business stakeholders and technical teams to gather and refine requirements.
• Lead sprint planning, backlog grooming , and release management activities in an Agile environment.
• Provide regular updates on routing architecture, performance metrics , and enhancements.

• 5+ years of experience in contact center technologies , specifically Genesys Cloud CX or other enterprise platforms.
• Expertise in Genesys Routing strategies (ORS, URS, GRE) .
• Experience with API-based integrations (REST, SOAP, Web Services) .
• Strong SQL, data analysis , and reporting skills using Tableau, Power BI .
• Familiarity with JIRA, Confluence , and Agile methodologies.

• Advanced knowledge of Genesys Cloud CX .
• Experience in speech analytics, Workforce Management (WFM), AI-driven chatbots .
• Understanding of security frameworks (PCI-DSS compliance) for contact centers.

• Exceptional problem-solving and debugging abilities.
• Strong written and verbal communication skills .
• Team-oriented mindset with a focus on collaboration.

• Full health, dental, and vision benefits
• Remote work flexibility
• Career growth opportunities

• This is a fully remote position within a global enterprise environment .
• The role focuses on enhancing customer contact experiences through Genesys Cloud CX .

• Must have strong technical expertise in contact center technologies.
• Ability to work in an Agile development environment .
• Must be comfortable collaborating across business and technical teams.

If you are interested, Kindly share your resume to

Priya@dstechnologiesinc.com,
Rajesh.d@dstechnologiesinc.com

Thanks
DS Technologies - Team

Job Tags

Similar Jobs