Salesforce Business Analyst – Field Services, 10+ yrs
AJNA INFOTECH
SalesForce Business Analyst
pasiona
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AzureCloud
About the role
- Serve as a Genesys Expert, supporting design, implementation, and optimization of Genesys solutions
- Drive innovation through AI-driven automation, ensuring seamless customer interactions
- Lead initiatives for new AI modules or features within Genesys
- Collaborate with stakeholders to understand local Contact Center processes
- Support in developing and managing contact routing logic, IVR flows, and automation workflows
- Ensure compliance with security, privacy, and industry standards during solution deployment
- Monitor system performance metrics and generate insights to improve strategies
Requirements
- Proven expertise with Genesys platforms (Cloud, PureConnect, or Enterprise editions)
- Proven track record leading global contact center projects that leverage AI to transform customer service
- Deep understanding of contact center processes, including call routing, IVR, multi-channel interactions, and workforce management
- Expertise with deploying AI technologies such as chatbots, virtual assistants, natural language processing, and machine learning
- Familiarity with APIs, web services, and cloud-based AI platforms (e.g., Google AI, Azure Cognitive Services, IBM Watson)
- Analytical expertise to monitor system and AI model performance, diagnose issues, and optimize solutions.
- English environment is mandatory
Benefits
- Health insurance
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
GenesysAI-driven automationcontact routing logicIVR flowsautomation workflowsnatural language processingmachine learningAPIsweb servicescloud-based AI
Soft skills
leadershipcollaborationanalytical expertise
