BUSINESS ANALYST SR – GENESYS EXPERT
Job Description / Functions Are you a Senior Business Analyst with solid experience in Genesys and are you passionate about applying AI to Customer Experience and Contact Center?
We are looking for a Senior Business Analyst – Genesys Expert to participate in international projects of innovation, digital transformation, and Intelligent Customer Engagement. What will your mission be?
You will be part of global initiatives aimed at transforming Contact Centers through Genesys + AI, working with stakeholders from different countries and entities to convert local needs into scalable solutions. Among your main responsibilities: Lead initiatives related to new AI modules and functionalities in Genesys. Analyze Contact Center processes and transform them into global and scalable solutions. Design and optimize call routing, IVR flows, and automation workflows. Participate in integrations of Genesys with telephony, CRM, and AI platforms. Drive solutions for chatbots, virtual assistants, NLP, and Machine Learning. Work on solutions for predictive routing, sentiment analysis, and AI-powered self-service. Monitor KPIs and performance to identify improvement opportunities. Provide training and knowledge transfer to international teams. Ensure compliance with security, privacy, and compliance requirements. Act as a technical/functional reference for stakeholders from different cultures and geographies.
Minimum Requirements 5+ years of experience with Genesys (Cloud, PureConnect, or Enterprise). Demonstrable experience in international Contact Center projects. Solid knowledge of Contact Center processes: routing, IVR, omnichannel, and workforce management. Experience integrating AI, chatbots, virtual assistants, NLP, or Machine Learning in Customer Service environments. Knowledge of Genesys configuration and development tools, such as Genesys Designer, Studio, and Configuration Manager. Experience with APIs, Web Services, and Cloud AI platforms, such as Azure Cognitive Services, Google AI, or IBM Watson. Ability to analyze and optimize the performance of AI systems and models. Excellent ability to explain complex technical and AI concepts to stakeholders of different profiles and cultures. Fluent English – international environment is mandatory.
Languages English.
Location Barcelona.
Why us? A day off for your birthday so you can celebrate it however you want! Improvements in paid leave for a better personal and professional balance. Access to private medical insurance for your peace of mind. Extra vacation days according to your seniority, because we value your rest and well-being. At Pasiona, we bet on diversity and equal opportunities. We encourage all people to apply, regardless of their gender, age, disability, sexual orientation, gender identity, ethnic origin, religion, or other personal or social circumstances.