Senior Business Systems Analyst

Onward Search is a specialized staffing and talent solutions company that helps professionals find top jobs with the nation’s leading brands. We are currently seeking a Senior Business Systems Analyst - Genesys Cloud CX for a 6-month contract opportunity with a leading global e-commerce company located in Austin, TX. This is a 100% remote role that will offer you the opportunity to lead the design, implementation, and enhancement of contact center solutions using Genesys Cloud CX.

In this role, you will collaborate with stakeholders, integrate cutting-edge technologies, and optimize workflows to ensure a superior customer journey. As a Senior Business Systems Analyst, you will drive the design of advanced contact center solutions, manage system integrations, and ensure continuous performance improvements—all while fostering collaboration across business and technical teams.

Key Responsibilities:

• Contact Center Channel Design: Develop and implement advanced, multi-channel routing solutions to enhance customer engagement and operational efficiency.
• System Integration & Documentation: Work closely with architects and developers to integrate Genesys Cloud CX with other enterprise platforms while maintaining comprehensive technical documentation.
• Monitoring & Optimization: Leverage analytics tools to assess routing performance, identify trends, and drive continuous improvements.
• Stakeholder Collaboration & Agile Delivery: Act as a bridge between business and technical teams, partnering with product managers and cross-functional teams to deliver innovative solutions.
• Compliance & Best Practices: Ensure solutions align with industry standards, security policies, and business objectives.

Preferred Qualifications:

• Technical Expertise: Deep knowledge of Genesys Cloud CX and contact center technologies, including IVR, ACD, chat, and omnichannel solutions.
• Integration Skills: Experience integrating Genesys with CRM, workforce management, and analytics platforms.
• Analytical Thinking: Strong ability to assess workflows, optimize routing logic, and drive data-backed decision-making.
• Project Execution: Proven track record of working in Agile environments to design, test, and deploy scalable solutions.
• Communication & Collaboration: Ability to engage stakeholders, translate business needs into technical requirements, and drive alignment across teams.

• Certifications in Genesys Cloud CX or other contact center platforms.
• Experience with APIs, scripting, and automation in a contact center environment.
• Familiarity with cloud-based contact center architecture and best practices.

Perks & Benefits:

• Medical, Dental, and **Vision Insurance
• Life Insurance
• 401k Program
• Commuter Benefit
• eLearning & Education Reimbursement
• Ongoing Training & Development

To qualify for our benefits package, you must work over 30 hours per week and the length of the assignment must be a minimum of 10 weeks.

If you have the required experience and are ready to join a leading global e-commerce company, apply now! Our recruitment team will be in touch, guide you through the interview process, and advocate on your behalf.

Application Deadline: 2/15/2025

Employer Details:

• Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances. Candidates must be at least 18 years old to be considered for employment. EOE/M/F/D/V/SO.
• In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
• Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
• Onward Search offers medical, dental, vision benefits, as well as a 401k program, for all eligible full time temporary assignments.
• Onward Search is a drug-free workplace.
• Onward Search is a nationwide staffing agency and talent solutions provider specializing in creative, marketing and technology. Our clients are continuously turning to us to fill their open positions. Therefore, there is no application deadline for this position, as we are seeking candidates for this type of role across all our clients on an ongoing basis.