Contact Centre Business Analyst (Genesys)

Job Title: Contact Centre Business Analyst (Genesys)
Contract Type: Contract
Location: Melbourne C B D
Salary: Competitive
Start Date: 2018-12-11
Reference: JO-1812-92598
Contact Name: Margaret Cook
Contact Email:
Job Published: December 11, 2018 17:13

Job Description

Our enterprise client is looking for a Business Analyst with solid experience implementing Genesys across a large contact centre.

In the role you will be working alongside the Project Manager to:
  • Deciphering SQL tables from the CIC (old contact centre) data and how to translate into the new system
  • Understand reporting (but not be a reports specialist).
  • Writing specs for the IVR call flows
  • Working with Testing
  • Work across many stakeholders – Call Centre Managers, Exec, Tech teams, Vendor.
  • Provide general solution
Key skills required for the position:
  • Knowledge of Waterfall methodology
  • Contact centre background preferably CIC
  • Experience working on either provider or customer side
  • Great communication, problem solver and provide excellent customer service.
  • Ability to work in a high pressured, project environment where direction isn’t always clear.
If you have experience of implementing Genesys into contact centres and can commence a contract mid Jan 2019 APPLY TODAY. 

To apply, click the link and upload your current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact Margaret Cook on 03 9929 9554, quoting ref no. JO-1812-92598. Want to know more about Davidson? Visit us at