Solutions Analyst

Job Description:

• The client is seeking a Solutions Analyst specializing in requirements analysis, with expertise in customer contact centers, and whose key differentiating experience is Genesys Cloud CX, deemed essential to the mandate. The job description focuses on producing documentation at each stage of the delivery cycle, from requirements analysis to post-implementation support, indicating an operational documentation producer rather than a strategist.
  


• The role involves both project and operational aspects of contact centers, so the candidate must be comfortable with both delivery and maintenance. The recurring terms "requirements analysis," "documentation building," "acceptance testing," "integration testing," and "production deployment" confirm that the core of the position is business analysis applied to a contact center platform. This should not be confused with a Genesys technical integrator or configurator without an analysis component, nor with a project manager, nor with a solutions architect.
  

Requirements

Mandatory:

• Relevant experience with Genesys Cloud CX contact center products
  


• Major experience in business requirements and solution analysis
  


• Minimum 3 years of relevant experience
  


• College or university degree, or equivalent
  


• Proficiency in spoken and written English
  

Desirable:

• Experience producing documentation throughout the full delivery lifecycle (analysis, design, testing, deployment)
  


• Strong analytical, writing, and synthesis skills
  


• Ability to work independently in a complex environment
  

Asset:

• Industry experience in insurance or financial services
  


• Experience working in both project and operational environments