[Hiring] Contact Center Business Analyst @INFOSYS NOVA HOLDINGS LLC

Role Description

Looking for a proactive, client-facing BA who can independently lead requirement discussions and bridge business and technical teams.

• Drive requirements gathering, client workshops, BRD/FRD creation, process mapping, and UAT support for contact center modernization projects involving migration from Avaya/Cisco to Genesys Cloud CX, including IVR, IVA, Voice AI, routing, reporting, and integrations.

Qualifications

• 5+ Years of experience
• Business Analysis (BRD, FRD, User Stories, Process Flows)
• Genesys Cloud CX knowledge
• Contact Center domain experience
• IVR / IVA / Conversational AI understanding
• Client & stakeholder management
• Agile delivery experience
• Strong communication and documentation skills

Requirements

• Must-Have Skills:
• Business Analysis (BRD, FRD, User Stories, Process Flows)
• Genesys Cloud CX knowledge
• Contact Center domain experience
• IVR / IVA / Conversational AI understanding
• Client & stakeholder management
• Agile delivery experience
• Strong communication and documentation skills

• Preferred:
• Avaya/Cisco to Genesys migration experience
• Exposure to AI tools and automation initiatives

Company Description

Kaleidoscope, an Infosys Company, is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.