Job Title: Genesys Contact Center Business Analyst Lead
Location: Los Angeles, CA Remote + 1 week/Month Travel
Duration: 6-9 months
Nice to have : Utility Client Experience
Key Responsibilities:
Lead functional/business analysis for contact center modernization initiatives.
Collaborate with stakeholders to gather, document, and prioritize business requirements.
Support the transition from legacy platforms to Genesys Cloud.
Define user stories, acceptance criteria, and support Agile ceremonies (backlog grooming, sprint planning, reviews).
Serve as a functional lead, guiding the team in solution design and validating business processes.
Bridge communication between business stakeholders, IT teams, and vendors.
Support UAT (User Acceptance Testing), training, and change management activities.
Provide domain expertise in utility sector customer service and call center operations.
Qualifications:
Proven experience as a Business Analyst / Functional Consultant / BA Lead.
Strong expertise in contact center modernization and customer service processes.
Hands-on experience with Genesys (preferred) or other leading contact center platforms.
Experience working in Agile delivery environments.
Strong facilitation and documentation skills (user stories, process flows, business requirements).
Prior experience in the utility/energy/power/water industry strongly preferred.
Excellent communication and stakeholder management skills.
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