Functional Analyst

Responsibilities

• Analyze and document functional requirements from business stakeholders to translate them into system configurations.
• Configure, customize, and maintain Genesys and Oracle Service Cloud (OSC) systems to align with business objectives.
• Perform comprehensive system testing, including functional, integration, and user acceptance testing (UAT).
• Troubleshoot and resolve functional issues to provide technical support to end-users and internal teams.
• Collaborate with developers, project managers, and business analysts to implement solutions and drive continuous improvement.
• Create and maintain detailed technical documentation, including process flows and configuration guides.
• Conduct training sessions and provide onboarding support to end-users on system functionality.
• Identify opportunities for process optimization and system enhancements to improve efficiency.
• Monitor system performance and generate reports to track key metrics.

Requirements

• 3+ years of experience as a Functional Analyst with expertise in Genesys platform administration and configuration.
• 2+ years of hands-on experience with Oracle Service Cloud (OSC) implementation and support.
• Strong understanding of contact center operations, workflows, and customer service processes.
• Proven ability to gather, analyze, and document functional requirements.
• Experience with system testing methodologies and quality assurance processes.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
• Strong written and verbal communication skills.
• Familiarity with Agile or Scrum development methodologies.

Preferred Qualifications

• Knowledge of SQL or scripting languages.
• Project management experience or certification.
• Experience with business process analysis and optimization.

About the Company

Sandisk is a global leader in data storage solutions, dedicated to driving innovation and enhancing customer experiences through advanced technology and efficient business applications.