Functional Analyst

Responsibilities

• Analyze and document functional requirements from business stakeholders
• Configure, customize, and maintain Genesys and OSC systems
• Perform functional, integration, and user acceptance testing
• Troubleshoot and resolve functional issues for end-users
• Collaborate with developers, project managers, and business analysts
• Create technical documentation, process flows, and configuration guides
• Conduct training sessions and provide onboarding support
• Identify opportunities for process optimization and system enhancements
• Participate in system upgrades, patches, and migrations
• Monitor system performance and generate reports

Requirements

• 3+ years of experience as a Functional Analyst
• Expertise in Genesys platform administration and configuration
• 2+ years of hands-on experience with Oracle Service Cloud (OSC)
• Strong understanding of contact center operations and workflows
• Proven ability to gather and document functional requirements
• Experience with system testing and quality assurance
• Excellent problem-solving and troubleshooting skills
• Strong written and verbal communication skills
• Proficiency in creating technical documentation
• Experience with CRM systems and customer service platforms
• Familiarity with Agile or Scrum methodologies

Preferred Qualifications

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