Senior Business Systems Analyst

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Job Title: Senior Business Systems Analyst Remote / Hybrid   Department: IT Platforms | Reports To: Manager, AI Enablement & Automation   ABOUT GENESYS   Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.   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.

Every sprint that ships depends on someone keeping ceremonies structured, blockers visible, and Jira data trustworthy. Without that, planning drifts, standups run long without resolving anything, and status reports stop reflecting what teams actually shipped. The Scrum Master owns that day-to-day discipline for one or more Platform teams, especially teams still building their agile habits, so the team can focus on delivery instead of process friction.

Business Analysis & Process Discovery   Lead discovery sessions, interviews, and workshops with business and IT stakeholders to understand current-state processes, pain points, systems, data, and controls.  Document current- and future-state processes using BPMN, swimlane diagrams, SIPOC, and value stream maps, and use process mining or task mining data where available to validate how work really happens.  Write clear business, functional, and non-functional requirements, user stories with acceptance criteria, and process and solution design documents that engineers can build against.  Build business cases for automation and AI opportunities, estimating effort, hours saved, cost, risk reduction, and ROI, and track realized benefits after go-live.  Own requirements traceability from business need through build, testing, and release, and manage change requests so scope stays controlled.  Business Process Automation & RPA   Run the automation intake process, assessing and scoring opportunities for feasibility, complexity, value, and risk, and maintaining a prioritized automation pipeline.  Recommend the right automation approach for each process, whether RPA (Python and Playwright), API-native integration, browser automation, workflow tools, or AI-augmented and agentic solutions.  Prepare Process Definition Documents (PDDs) and partner with engineers on Solution Design Documents (SDDs), exception handling, and business-rule definitions.  Plan and coordinate user acceptance testing, cutover, hypercare, and handover to operations, including runbooks and support documentation.  Support the health of the existing RPA estate by tracking failures, business impact, and change requests from dependent systems, and feeding modernization candidates into the backlog.  AI Enablement   Identify, shape, and prioritize AI use cases across business functions, using enterprise AI tools such as Claude, ChatGPT Enterprise, Microsoft Copilot, and Amazon Q, as