Functional Analyst - Genesys and OSC

About this role

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Skills you'll use

What you'll do

• Analyze and document functional requirements from business stakeholders and translate them into system configurations within Genesys and OSC platforms
• Configure, customize, and maintain Genesys and OSC systems to align with organizational business processes and objectives
• Perform comprehensive system testing, including functional, integration, and user acceptance testing to ensure quality and compliance with requirements
• Troubleshoot and resolve functional issues in a timely manner, providing technical support to end-users and internal teams
• Collaborate with cross-functional teams including developers, project managers, and business analysts to implement solutions and drive continuous improvement
• Create and maintain detailed technical documentation, including process flows, configuration guides, and standard operating procedures
• Conduct training sessions and provide onboarding support to end-users on system functionality and best practices
• Identify opportunities for process optimization and system enhancements to improve efficiency and reduce operational costs

Who can apply

• Participate in system upgrades, patches, and migrations while ensuring minimal disruption to business operations
• Monitor system performance and generate reports to track key metrics and identify areas for improvement
• 3+ years of experience as a Functional Analyst or similar role with demonstrated 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 from stakeholders
• Experience with system testing methodologies and quality assurance processes
• Excellent problem-solving skills with the ability to troubleshoot complex technical issues

About Sandisk

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