Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Summary:

We are looking for a highly motivated, independent, and passionate individual to join our team as a Senior Customer Success Business Systems Analyst. The Business Analyst is a hands-on role and critical to the Genesys operation. Working closely with our business partners and within the Customer Success Operations team, this role will analyze and understand business requirements, business processes, functional requirements, cross-functional needs, and system capabilities to drive improved business process efficiency We are a fast-paced team and success in this role requires innovation, process mapping, concise documentation skills, project management, communication, and cross-functional collaboration skills.

Responsibilities:

• Build and nurture strong cross-functional relationships with business stakeholders and technical teams to define and document clear, actionable requirements.
• Analyze and document business processes, identifying opportunities to enhance customer experience and operational efficiency.
• Lead program and change management activities, including planning, reporting, and communications for system implementations and rollouts.
• Partner with technical teams to ensure both business and technical requirements are effectively defined and executed.
• Participate in User Acceptance Testing and end user training to meet quality and project timelines.
• Create and deliver supporting enablement materials, including communications, training, and documentation.
• Provide ongoing consulting and expertise in key areas of focus for Customer Success Organization
• Lead, manage, and drive operational requests/tickets to resolution (experience with Service Now and JIRA a plus)
• Lead multiple, concurrent projects, ensuring reliable and consistent quality and on-time delivery.

Qualifications/ Skills Required and Preferred:

• 8+ years of experiences as a Business Analyst or similar role, ideally within a SaaS organization
• Demonstrated ability to manage and deliver multiple projects on time while maintaining high quality.
• A proactive, customer-centric mindset with a commitment to continuous improvement.
• Strong skills in stakeholder collaboration, requirement gathering, documentation creation and communication.
• Practical experience in program and change management, including implementation planning and rollout strategies.
• Hands-on experience as a Salesforce Business Systems Analyst; familiarity with the Gainsight customer success platform is a plus.
• Demonstrated ability to excel in fast-paced environments, adapt to changing priorities, and manage time, tasks, and deadlines effectively; project management experience is preferred.
• Excellent verbal and written communication skills, including effective listening; composing clear, concise correspondence, documentation, and presentations.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link: https://mygenesysbenefits.com

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.