Job Title: Sr. Business Systems Analyst Contact Centre Applications Location: Austin, TX / Salt Lake City, UT / US-Remote Duration: Long-term contract Travel Requirement: Ability to travel into one of the work-location (About 15%) Required Skills: * Bachelor's degree in Management / IT. * 5+ years of industry experience in ecommerce/services industries. * 5+ years of prior experience as Business Systems Analyst or similar role. * Extensive experience in contact center operations, contact center technologies, and contact center strategies. * 3+ years of Routing Development Experience in Genesys Contact Center Solutions. * Specific experience and expertise in Enterprise level architecture and in large scale global operations with conceptual understating of CRM applications. * Past development or technical experience in Contact Routing platforms or in defining solutions and designs for contact experiences. * Comfortable with high pressure, high profile and fast-paced projects. * Exposure to Technical Project management and Prioritization process. * Strong written and verbal communication skills. * Expertise in Excel, SQL and other similar tools for data analysis. * Strong visualization skills or ability to put together a strong data narrative on solutions/experiences. * Expertise in JIRA and Agile methodology. * Proven understanding of high-performing organizations with Release cycles. Preferred Qualifications: * Expert in Genesys Rules Engine and rules development. * Experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URS. * Experience in troubleshooting routing issues in production. * Experience with Java/JavaScript, Eclipse SDK & XML (SCXML/VXML) a definite asset. Responsibilities: * Review and/or support the development of Contact Routing requirements/solutions for various contact experiences. * Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions. * Perform in-depth analysis to identify high-level business and functional requirements. * Create and maintain requirements and functional documentation to support the development and QA processes while driving Contact Routing solutions with the stakeholders. * Design, develop, deploy and maintain global routing configurations. * Be the Point of Contact for routing related changes, and troubleshooting. * Become a subject matter expert on the various systems, functions, and global processes by Understanding the technology solutions and tools in place to be able to convey the existing or changing technology * to the business in a non-technical manner. * Drive discussions to investigate/ troubleshoot on issues for resolution. * Documenting changes and presenting updates to Senior Leadership team. * Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations. * Being able to adapt/ be flexible to changing priorities and have the customer success as the focus to drive critical experiences/solutions. * Work with developers to manage sprints and perform Release Management tasks. * Ability to define and monitor KPIs on solutions to drive continuous improvement. * Analyze trends in product solutions to identify customer problems and new opportunities; partner with core teams to understand key drivers. * Ability to work across organizational departments and develop positive relationships.