Business Analyst, Customer Care Operations

Customer Care
210000I2 Requisition #

The Business Analyst will work with the Customer Care Operations team to provide insights gained from reviewing, analyzing, and evaluating business systems across the Genesys organization. The ideal candidate is adept at analyzing the impacts of change, supporting communication between relevant stakeholders, and capturing requirements needed to initiate a change. They must have a proven ability to drive business results with data-based insights. They must be comfortable working with a wide range of stakeholders and functional teams.


  • Work with stakeholders throughout the organization to identify opportunities to drive business solutions.
  •  Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats.
  •  Conducts interviews to gather requirements via workshops, questionnaires, surveys, site visits, workflow storyboards, use cases, scenarios, and other methods.
  •  Identifies and establishes scope and parameters of requirements analysis on a project-by-project basis to define project impact, outcome criteria, and metrics.
  •  Works with stakeholders and project team to prioritize collected requirements.
  •  Conduct and coordinate financial, product, market, operational and related research to support strategic and business planning within the various departments and programs of the client group
  •  Researches, reviews, and analyzes the effectiveness and efficiency of existing requirements-gathering processes and develop strategies for enhancing or further leveraging these processes.
  •  Translates conceptual customer requirements into functional requirements in a clear manner that is comprehensible to developers/project team.
  •  Develops and conduct peer reviews of the business requirements to ensure that requirement specifications are correctly interpreted.
  •  Communicates changes, enhancements, and modifications of business requirements — verbally or through written documentation — to project managers, sponsors, and other stakeholders so that issues and solutions are understood.
  •  Understand and communicate the financial and operational impact of any changes
  •  Suggest changes to senior management using analytics to support your recommendations. Actively participate in the implementation of approved changes
  •  Conduct insightful, ad hoc analyses to investigate ongoing or one-time operational issues
  •  Represent Customer Care in corporate and cross-functional initiatives


Skills & Requirements

  •  BA/BS in Business or related field or MBA
  •  5+ years of related operations and job experience
  •  Familiarity with business intelligence tools (e.g., Tableau)
  •  Ability to communicate complex data in a simple, actionable way
  •  Ability to influence stakeholders and work closely with them to determine acceptable solutions.
  •  Analytical and problem-solving skills
  •  Familiarity with data management tools
  •  Ability to work in a team environment leveraging Agile methodologies
  •  Ability to quickly understand complex software and concepts
  •  A drive to learn and master new technologies and techniques.
  •  Must be able to follow instructions, complete required tasks on time, and get along with others
  •  Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands
  •  Ability to take initiative and be proactive
  •  Ability to work independently and be resourceful
  •  Communicates regularly with colleagues and management
  •  Ability to travel, including international location

About Customer Care Operations:

Genesys Customer Care Operations is about enabling our Customer Care organization to be more productive, work more efficiently, and deliver world-class service to Genesys customers. The Customer Care Operations team’s primary job is to enable the Customer Care organization to do their best work and not be distracted or delayed by problems with tooling, processes, or data. We strive to leverage best of class industry software and technologies to enable intelligent automation and self-service capabilities.


  • Medical, Dental, and Vision Insurance
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off
  • 401(k) matching program
  • Adoption Assistance 
  • Infertility treatments

See more Genesys benefits information at


Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis. 

About Genesys:

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.




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