Beschreibung
Hello.
We are seeking a Business & Functional Analyst to support the delivery of Genesys Cloud CX/Engage contact center solutions for a leading enterprise client in Frankfurt. You will play a key role in translating business requirements into Genesys configurations, supporting process design, and enabling successful platform adoption.
Location: Frankfurt, Germany (Hybrid/Onsite)
Engagement: B2B Contract | Duration: Long-term
Languages: Fluent German & English
Experience Level: Junior (1–2 years) or Professional (5+ years)
Responsibilities:
Elicit, analyze, and document business and functional requirements for Genesys CcaaS projects.
Draft policies, process flows, SOPs, and user manuals.
Assist in UAT preparation, execution, and feedback management.
Map business needs to Genesys capabilities (e.g., IVR, routing, call flows).
Collaborate with solution architects and engineering teams for timely delivery.
? Required Skills:
Practical experience with Genesys Cloud CX or Engage.
Knowledge of Genesys Architect, call routing, and IVR design.
Understanding of contact center operations and regulatory compliance (GDPR, PCI DSS).
Familiarity with API documentation, reporting tools, and CRM integrations.
We are seeking a Business & Functional Analyst to support the delivery of Genesys Cloud CX/Engage contact center solutions for a leading enterprise client in Frankfurt. You will play a key role in translating business requirements into Genesys configurations, supporting process design, and enabling successful platform adoption.
Location: Frankfurt, Germany (Hybrid/Onsite)
Engagement: B2B Contract | Duration: Long-term
Languages: Fluent German & English
Experience Level: Junior (1–2 years) or Professional (5+ years)
Responsibilities:
Elicit, analyze, and document business and functional requirements for Genesys CcaaS projects.
Draft policies, process flows, SOPs, and user manuals.
Assist in UAT preparation, execution, and feedback management.
Map business needs to Genesys capabilities (e.g., IVR, routing, call flows).
Collaborate with solution architects and engineering teams for timely delivery.
? Required Skills:
Practical experience with Genesys Cloud CX or Engage.
Knowledge of Genesys Architect, call routing, and IVR design.
Understanding of contact center operations and regulatory compliance (GDPR, PCI DSS).
Familiarity with API documentation, reporting tools, and CRM integrations.