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 (Full time role) ( No C2C, No Contract)

Industry: E-commerce & Technology

Job Category: Business Systems Analysis & Contact Center Technology

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 :- -

The Senior Business Systems Analyst will be responsible for designing, implementing, and optimizing complex contact center routing solutions using Genesys Cloud CX within a global enterprise environment. This role requires expertise in contact center technologies, system integration, routing strategies, and analytics to enhance customer interactions.

Senior Business Systems Analyst (Full time role)

• Design and manage contact center routing solutions using Genesys Cloud CX .
• Develop advanced routing workflows for voice, chat, email, and other communication channels.
• Analyze interaction flows and implement routing strategies aligned with business objectives.
• Integrate contact center solutions with CRM platforms (Salesforce, Microsoft Dynamics) and backend systems via APIs.
• Document technical requirements, solution designs, and integration workflows.
• Monitor routing performance using Genesys Infomart, BI tools , and optimize workflows.
• Act as a liaison between business stakeholders and technical teams, gathering and prioritizing requirements.
• Lead Agile processes, including sprint planning, backlog grooming, and release management.
• Provide reporting, dashboards, and real-time insights into system performance.

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

• Advanced knowledge of Genesys Cloud CX .
• Experience with speech analytics, Workforce Management (WFM), and AI-driven chatbots .
• Knowledge of PCI-DSS compliance and contact center security frameworks .

Seeking a Senior Business Systems Analyst with expertise in Genesys Cloud CX, contact center routing, system integration, and analytics to optimize customer interactions and enhance contact center performance.

If you are interested, Kindly share your resume to

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

Thanks
DS Technologies - Team

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