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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
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.
Job Description
Job Title: Business Systems Analyst, Customer Success Operations
Summary:
We are looking for a highly motivated, independent, and passionate individual to join our team as a Customer Success Business Systems Analyst. The Business Analyst role is a hands-on critical member responsible for driving process improvements and the creation and maintenance of our product and pricing accuracy. You will work directly with business owners to transform their business needs into technical requirements and validate in a cross-functional team. Business Analyst's lead continuous, data-driven improvements to streamline internal and external systems and processes that support Customer Success initiatives at Genesys.
Focus Area – Professional Services Operations
Responsibilities:
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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 [email protected]. 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.
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.
Job Description
Job Title: Business Systems Analyst, Customer Success Operations
Summary:
We are looking for a highly motivated, independent, and passionate individual to join our team as a Customer Success Business Systems Analyst. The Business Analyst role is a hands-on critical member responsible for driving process improvements and the creation and maintenance of our product and pricing accuracy. You will work directly with business owners to transform their business needs into technical requirements and validate in a cross-functional team. Business Analyst's lead continuous, data-driven improvements to streamline internal and external systems and processes that support Customer Success initiatives at Genesys.
Focus Area – Professional Services Operations
Responsibilities:
- Understanding of systems as it applies to configuration, processes and workflows that support and enable our internal business units.
- Work with product owners to understand requirements to setup products based on established requirements.
- Build reports and custom data views to support audits and business needs.
- Identify inefficiencies in current customer success processes and propose solutions to optimize workflows.
- Lead initiatives to automate and streamline operational tasks, reducing manual effort and improving accuracy.
- Build strong cross-functional relationships with business stakeholders and technical teams.
- Facilitate workshops and meetings to gather requirements, present findings, and discuss action plans with stakeholders.
- Work with Technical teams to ensure technical and business needs are determined seamlessly.
- Coordinate User Acceptance Testing and end user training as needed.
- Create supporting enablement materials including documentation, guides or videos.
- Provide ongoing consulting and expertise in key areas of focus for Customer Success Organization.
- Lead, manage, and drive operational tickets to resolution out of Service Now, JIRA, and Smartsheet.
- 5+ years of experience as a Business Analyst or similar role
- Excellent problem-solving skills with a strong attention to detail
- Experience in driving process improvement initiatives leveraging technology to increase scalability and efficiency.
- Strong communication and presentation skills, including effective listening; with the ability to translate data into actionable insights.
- Ability to work independently or collaboratively adapting quickly to changing priorities, managing time, multiple tasks, and deadlines effectively.
- Strong proficiency with Microsoft Office applications (Excel)
- Experience with CRM systems (e.g., Salesforce) and customer success platforms.
- Knowledge of customer success principles and practices is highly desirable.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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 [email protected]. 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.
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
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.
Job Description
Job Title: Business Systems Analyst, Customer Success Operations
Summary:
We are looking for a highly motivated, independent, and passionate individual to join our team as a Customer Success Business Systems Analyst. The Business Analyst role is a hands-on critical member responsible for driving process improvements and the creation and maintenance of our product and pricing accuracy. You will work directly with business owners to transform their business needs into technical requirements and validate in a cross-functional team. Business Analyst's lead continuous, data-driven improvements to streamline internal and external systems and processes that support Customer Success initiatives at Genesys.
Focus Area – Professional Services Operations
Responsibilities:
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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 [email protected]. 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.
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.
Job Description
Job Title: Business Systems Analyst, Customer Success Operations
Summary:
We are looking for a highly motivated, independent, and passionate individual to join our team as a Customer Success Business Systems Analyst. The Business Analyst role is a hands-on critical member responsible for driving process improvements and the creation and maintenance of our product and pricing accuracy. You will work directly with business owners to transform their business needs into technical requirements and validate in a cross-functional team. Business Analyst's lead continuous, data-driven improvements to streamline internal and external systems and processes that support Customer Success initiatives at Genesys.
Focus Area – Professional Services Operations
Responsibilities:
- Understanding of systems as it applies to configuration, processes and workflows that support and enable our internal business units.
- Work with product owners to understand requirements to setup products based on established requirements.
- Build reports and custom data views to support audits and business needs.
- Identify inefficiencies in current customer success processes and propose solutions to optimize workflows.
- Lead initiatives to automate and streamline operational tasks, reducing manual effort and improving accuracy.
- Build strong cross-functional relationships with business stakeholders and technical teams.
- Facilitate workshops and meetings to gather requirements, present findings, and discuss action plans with stakeholders.
- Work with Technical teams to ensure technical and business needs are determined seamlessly.
- Coordinate User Acceptance Testing and end user training as needed.
- Create supporting enablement materials including documentation, guides or videos.
- Provide ongoing consulting and expertise in key areas of focus for Customer Success Organization.
- Lead, manage, and drive operational tickets to resolution out of Service Now, JIRA, and Smartsheet.
- 5+ years of experience as a Business Analyst or similar role
- Excellent problem-solving skills with a strong attention to detail
- Experience in driving process improvement initiatives leveraging technology to increase scalability and efficiency.
- Strong communication and presentation skills, including effective listening; with the ability to translate data into actionable insights.
- Ability to work independently or collaboratively adapting quickly to changing priorities, managing time, multiple tasks, and deadlines effectively.
- Strong proficiency with Microsoft Office applications (Excel)
- Experience with CRM systems (e.g., Salesforce) and customer success platforms.
- Knowledge of customer success principles and practices is highly desirable.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. 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 [email protected]. 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.
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