Salesforce Techno-Functional Analyst

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IT
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190000W8 Requisition #
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Genesys is the world’s leading provider of customer service and contact software — with more than 4,000 customers in 80 countries. Drawing on its more than 20 years of customer service innovation and experience, Genesys is uniquely positioned to help companies bring their people, insights and customer channels together to effectively drive today’s customer conversation. Genesys software directs more than 100 million interactions every day, maximizing the value of customer engagement and differentiating the experience by driving personalization and multi-channel customer service – and extending customer service across the enterprise to optimize processes and the performance of customer-facing employees


Job Title:  Salesforce Techno-Functional Analyst

Location: Chennai


Summary:


This position will support implementation of projects for a Corporate CRM and also be hands on implementing data and lighter code changes. Business analyst will be key liaison between business and IT to build scalable solutions based on best practices. This role will support designing, developing all business processes where applicable and translate into design, test the solution working with business leads and deploy. 

 

Responsibilities:

  • Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
  • Evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding.
  • Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements and deliver the following as needed: (Functional requirements (Business Requirements Document), Use Cases, GUI, Screen and Interface designs).
  • Serves as the conduit between the business customer community (internal and external customers) and the software development team through which requirements flow.
  • Develop requirements specifications according to standard templates, using natural language.
  • Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.
  • Understand application functionality
  • Perform system set-up, configuration, some admin duties and testing
  • Support day-to-day systems and interfaces issues
  • Suggest best practices and opportunities for improvement through automation
  • Develop test plans for system testing
  • Provide training and mentoring
  • Project manage team initiatives
  • Be the liaison between the business units, technology teams and support teams.
  • May perform other duties as assigned

 

Qualifications/Skills Required and Preferred:

  • Bachelor’s degree in computer science or related field or equivalent experience
  • 7 years of total IT experience includes 3 years demonstrated experience with Salesforce administration, support, integration tools, and APIs a must
  • 3 years demonstrated experience with Business/Systems analyst
  • Demonstrated project discipline and experience. Must be organized, focused, and driven toward established deliverable dates.
  • Strong interpersonal skills; must be a team player.
  • Understanding of business and technical process interrelationships is essential.
  • Strong analytical skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse global team, executives, managers, technical and subject matter experts.
  • Demonstrated proficiency in technical writing is required.


About Us:


Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.comTwitterFacebookYouTubeLinkedIn, and the Genesys blog.

 

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.



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