Business Analyst / Business Systems Analyst – CCaaS

We are seeking an experienced Business Analyst / Business Systems Analyst with strong expertise in Contact Center as a Service (CCaaS) platforms, like Genesys (Genesys Cloud CX / Amazon Connect). The ideal candidate will have deep knowledge of IVR design and call flows, contact center operations, and system integrations, and will serve as a key liaison between business stakeholders and technical teams to deliver scalable, customer-centric solutions.

**Your future duties and responsibilities**

Business Analysis & Stakeholder Engagement

. Collaborate with business stakeholders (Operations, Customer Service, IT, Digital teams) to gather, analyze, and document business and system requirements.

. Translate business needs into detailed functional and non-functional requirements.

. Conduct workshops, discovery sessions, and process mapping exercises.

. Create BRDs, FRDs, user stories, use cases, and process flow diagrams.

CCaaS & Genesys Platform Expertise

. Lead requirement gathering and solution design for CCaaS platforms (Genesys Cloud CX/ Amazon Connect ).

. Analyze and document current and future-state contact center architecture.

. Support configuration and enhancement of call routing, queues, skills-based routing, and workforce optimization components.

. Partner with technical teams to implement and optimize Genesys features and integrations.

IVR & Call Flow Design

. Analyze and document IVR requirements and customer journey flows.

. Design and validate IVR call flows, routing strategies, self-service options, and escalation paths.

. Create detailed IVR flow diagrams and decision trees.

. Ensure alignment with business objectives, customer experience goals, and regulatory requirements.

Contact Center Operations

. Understand and support omnichannel contact center operations (voice, email, chat, SMS).

. Work with operations teams to optimize KPIs such as AHT, FCR, SLA, CSAT.

. Support reporting and analytics requirements using Genesys or integrated BI tools.

. Assist in UAT planning, execution, and defect management.

Systems & Integration

. Document integration requirements between CCaaS and CRM (e.g., Salesforce), ticketing systems, authentication platforms, and backend systems.

. Support API-based integrations and data flow documentation.

. Ensure data mapping, security, and compliance requirements are captured.

**Required qualifications to be successful in this role**

Required Qualifications

. Bachelor's degree in business, Information Systems, Computer Science, or related field.

. 5+ years of experience as a Business Analyst / Business Systems Analyst.

. 3+ years of experience working with CCaaS platforms (Genesys preferred).

. Strong understanding of: IVR design and call flow logic ACD routing and skills-based routing Contact center KPIs and operational processes Omnichannel customer engagement

. Experience documenting process flows using tools like Visio, or similar.

. Experience working in Agile and/or Waterfall environments.

. Strong analytical, documentation, and stakeholder communication skills.

Preferred Qualifications

. Hands-on experience with Genesys Cloud Architect (IVR flow configuration).

. Experience with CRM integrations (Salesforce, MS Dynamics, etc.).

. Familiarity with REST APIs and system integrations.

. Knowledge of WFM (Workforce Management) and QA modules within contact center platforms.

. Experience in cloud migration or contact center transformation programs.

. Certifications in Genesys or Business Analysis (CBAP, PMI-PBA, etc.).

Key Competencies

. Strong business and systems analysis skills

. Customer experience mindset

. Process modeling and documentation

. Cross-functional collaboration

. Problem-solving and analytical thinking

. Ability to bridge business and technical teams

• CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $80,000–$130,000. This role is an existing vacancy.

#LI-MC1

**Together, as owners, let’s turn meaningful insights into action.**

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

To learn more about accessibility at CGI, contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team—one of the largest IT and business consulting services firms in the world.