Genesys Senior Business Analyst- VOIS Vodafone

We are seeking a Genesys Business Analyst to join our centralised IT team within VOIS. This individual will play a pivotal role in delivering and maintaining contact centre solutions, including consultancy and support for Omni-channel Unified Contact Centre architecture. The role involves designing, developing, and integrating contact centre applications, collaborating with cross-functional teams, and ensuring alignment with business and security standards. The position is based in VOIS Egypt or VOIS India.

What you ll do

• Lead discovery sessions to gather and document business, functional, and technical requirements.
• Design and propose contact centre solutions including call flows, routing logic, IVR scripts, and reporting.
• Configure and implement platforms such as AWS Connect and Genesys.
• Define and document CTI and CRM integration requirements to ensure seamless agent experience.
• Develop and execute test plans including UAT to validate solution quality.
• Create user guides, process flows, and technical documentation; deliver training to users and support teams.
• Act as a liaison between stakeholders, development teams, and vendors to ensure project alignment.

What skills you will learn

• Advanced contact centre architecture and solution design.
• Integration of telephony systems with CRM platforms.
• Agile and Waterfall project delivery methodologies.
• Stakeholder management and cross-functional collaboration.
• Application lifecycle management and documentation best practices.