Job Description
The Genesys Business Analyst will support enhancements to the existing Genesys platform as well as implementations for de novo clinics and newly acquired entities transitioning onto Genesys. This role will bridge business, operations, and technical teams to translate contact center requirements into clear, actionable specifications that enable predictable delivery across voice, IVR, routing, CTI, and API integrations.
Key Responsibilities:
• Gather and document business and operational requirements for Genesys enhancements and new implementations
• Support discovery and current state assessments for de novo launches and telephony migrations
• Translate requirements into detailed user stories, process flows, and acceptance criteria
• Document IVR call flows, routing strategies, queue configurations, CTI behavior, and integration touchpoints
• Partner with Product Owners, architects, and developers across onshore and offshore teams
• Support system integration testing and user acceptance testing by clarifying requirements and validating outcomes
• Assist in cutover planning, deployment readiness, and hypercare support
Maintain traceability across requirements, design, and delivered functionality
Pay Range: $40-$50/hr
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Required Skills & Experience:
• 5 to 8 years of Business Analyst experience supporting contact center platforms
• Working knowledge of Genesys Cloud or Genesys Engage
• Strong understanding of IVR design, routing logic, CTI, SIP, APIs, and telephony workflows
• Experience documenting process flows and integration requirements
• Experience supporting implementations and platform migrations
Strong communication and stakeholder coordination skills
Nice to Have Skills & Experience
Healthcare, payer, or provider environment
Experience working in regulated environments including HIPAA
Familiarity with patient access workflows and contact center KPIs
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.