Functional Analyst - Contact Center Platforms

Functional Analyst - Genesys and OSC

Job Description

We're looking for a detail-oriented and analytical Functional Analyst with expertise in Genesys and Oracle Service Cloud (OSC) to join our team in Bengaluru, India. In this role, you will serve as a key Techno-Functional role, bridging the gap between business requirements and system functionality. You will be responsible for analyzing, configuring, and optimizing our contact center and customer service platforms to drive operational efficiency and enhance customer experience.

• 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
• 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

Qualifications

• 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
• Strong written and verbal communication skills with the ability to explain technical concepts to non-technical audiences
• Proficiency in creating technical documentation and process flows
• Experience with CRM systems and customer service platforms
• Familiarity with Agile or Scrum development methodologies
• Knowledge of SQL or scripting languages (preferred)
• Project management experience or certification (preferred)
• Experience with business process analysis and optimization (preferred)

Additional Information

All your information will be kept confidential according to EEO guidelines.

Experience Level

Mid Level