Business Analyst

Summary

Join a growing team at Lightspeed and help us reach the next level. As the Genesys Solutions Business Analyst, you will optimize the Genesys Cloud platform, translating complex business needs into actionable specifications. Collaborate with stakeholders, the PMO, and Voice & Data teams to define project scope and ensure alignment with strategic objectives. Bridge the gap between business vision and technical implementation, and drive user adoption through training and documentation. Proactively identify opportunities for platform enhancement and optimization, and contribute to shaping the telephony roadmap. Ultimately, you will optimize contact center operations and communication channels for superior customer experiences. This role requires expertise in Genesys Cloud and strong analytical and communication skills.

Requirements

• Possessing relevant Genesys Cloud CX: Professional Certification (GCX-GCP) and Genesys Cloud CX Specialist Certifications in areas such as Workforce Engagement Management, Digital Channels, or Architect, indicating in-depth expertise in specific aspects of the platform relevant to the role
• Bachelor's or Master's degree in a relevant field such as Telecommunications, Information Technology, or a related discipline
• Proven experience in developing Genesys solutions for businesses operating within high-growth, omnichannel retail, hospitality, merchant services and e-commerce industry verticals
• Minimum 5 years of progressive experience as a Business Analyst, with a strong and demonstrable focus on Genesys Cloud contact center solution
• Proven experience in basic Genesys Cloud configurations and a solid understanding of its functionalities
• Strong expertise in developing and delivering comprehensive training programs for end-users on telephony applications
• Understanding of basic API concepts and how Genesys Cloud integrates with other business systems
• Demonstrated expertise in facilitating and supporting contact center system migrations from one platform to another, ensuring minimal disruption and successful transitions
• Prior experience in effective collaboration with Contact Center Managers, Supervisors, and Agents to gather requirements, facilitate user acceptance testing, and ensure solutions meet operational needs
• Possesses excellent business acumen, with a deep understanding of organizational objectives and the ability to align Genesys Cloud contact center strategies with overarching business goals
• Demonstrates familiarity with Genesys Cloud platform functionalities, including widgets, embedded clients, call control, warm/cold transfers, agent scripts, wrap-up codes, queue management, call routing and evaluation methods
• Familiarity with CRM systems such as Zendesk and Salesforce, and how they integrate with Genesys Cloud to enhance customer interactions, including interaction logging capabilities
• Exhibits effective communication and collaboration skills to work seamlessly with cross-functional teams, stakeholders, and vendors, facilitating clear understanding and shared goals
• Displays an analytical mindset with the ability to analyze contact center data and metrics (e.g., AHT, FCR, CSAT, Answering Rate) for data-driven decision-making, with a demonstrated commitment to improving the customer experience through data analysis and process enhancements within the Genesys Cloud environment
• Ability to identify and evaluate technical requirements and constraints specific to Genesys Cloud solutions to inform effective business solutions
• Ability to use tools such as Miro to create technical documentation, including IVR call flow charts, community-facing materials, FAQs, and postings for diverse audiences (end-users and technical teams), and to maintain a comprehensive and up-to-date technical documentation catalog
• Possesses excellent English written and verbal communication skills to effectively convey complex information to a variety of audiences

Responsibilities

• Own the end-to-end intake of telephony project requests, ensuring thorough review, accurate business requirements, and consistent updates to the project board's backlog
• Facilitate detailed business requirement sessions, produce clear project briefs, and translate these into comprehensive functional specifications aligned with Genesys Cloud platform capabilities, ensuring testability and clarity
• Work closely with business stakeholders, Voice & Data teams and the PMO to define project scope, secure approval on finalized solution designs provided by Genesys Solutions Analysts, and prioritize deliverables based on business value
• Facilitate collaboration between business and Voice & Data team throughout the project lifecycle
• Develop training materials, intuitive IVR call flow charts, and user-friendly documentation to support the successful adoption of new solutions. Plan and facilitate UAT sessions and deliver effective end-user training
• Take ownership of relevant ServiceNow incidents and requests, leveraging a strong understanding of the minimal configurations required for basic Genesys and telephony platform functionalities, and contribute to the knowledge base
• Assess existing contact center platforms for enhancements and cost reduction, analyze performance data for actionable insights, and provide crucial support for change management during new solution implementations
• Conduct engaging roadshows to demonstrate new Genesys features to the business and build compelling business cases to demonstrate ROI for new telephony initiatives
• Contribute to the planning and development of the telephony roadmap by aligning Genesys Cloud capabilities with business strategy and providing insights from project lifecycles
• Function as the primary communication facilitator between the Voice and Data teams and the business, ensuring a shared understanding of project timelines, technical requirements, and business value
• Proactively engage with business stakeholders through established, regular touchpoints to continuously gather current and anticipate future requirements, identify emerging needs, and address evolving challenges, providing expert guidance and strategic support through Genesys Cloud telephony solutions

Preferred Qualifications

• Relevant Business Analyst certifications such as CBAP (Certified Business Analysis Professional) or PMI-PBA (PMI Professional in Business Analysis) are highly desirable
• Training in Agile methodologies (e.g., Scrum Master, Product Owner certification) to enhance project delivery and backlog management capabilities
• Workshops or courses on advanced elicitation techniques, process modeling (e.g., BPMN), data analysis methodologies, and presentation skills
• Experience in advising stakeholders on contact center best practices and key performance indicators (KPIs) such as Average Handle Time (AHT), After-Call Work (ACW), Average Speed of Answer (ASA), Average Wait Time (AWT), First Call Resolution (FCR), Customer Satisfaction (CSAT), Agent Occupancy, Service Level, and Abandonment Rate is highly valued

Benefits

• Amazing benefits & perks, including equity for all Lightspeeders
• Constant development of both your skill-set and business acumen with limitless growth opportunities
• Lots of autonomy, flexible work culture
• Innovation time to explore and learn at work
• Shaping the company by joining cultural & technical committees
• Tons of growth opportunities into technical or people management roles
• Opportunity to join a fast-paced, high-growth company
• Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed family, a true Canadian tech success story
• Lightspeed equity scheme (we are all owners)
• Flexible paid time off and remote work policies
• Health insurance
• Contributions to your pension plan - RRSP
• Health and wellness benefit of $500 per year
• Paid leave and assistance for new parents
• Mental health online platform and counseling & coaching services
• Training opportunities to grow your skills and career
• Volunteer day
• Fully stacked kitchen (hot and cold beverages, meals served)
• Happy hours to build your relationships with colleagues after work