Genesys Cloud CX Business Analyst job opportunity at Mitratech.

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Date2026-04-30T20:36:25.122Z bot
Mitratech Genesys Cloud CX Business Analyst
Experience: General
Pattern: Full-time
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degreeGeneral
loacation São Paulo, State of São Paulo, Brazil
loacation São Paulo, Sta..........Brazil
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Job DescriptionWe are looking for a Business Analyst with a strong background in Contact Center operations to join our Contact Center Transformation Program. The successful candidate will collaborate closely with the Product Owner and business stakeholders to define the product vision, roadmap, and delivery structure (charter, backlog, epics, and features). This role will also be responsible for coordinating and supporting the delivery of new features across Contact Center Operations and Technology Enablement.A solid understanding of Genesys Cloud Platform and Microsoft Dynamics 365 is essential to ensure alignment between platform capabilities and business needs.Responsibilities:Collaborate with the Product Owner and business stakeholders to define the project charter, vision, and roadmapDevelop, refine, and maintain the product backlog, including epics, features, and user storiesCoordinate and support the delivery of new features for Contact Center Operations and Technology EnablementEnsure alignment between business requirements and platform capabilities (Genesys Cloud and Dynamics 365)Act as a bridge between technical teams and business stakeholders, ensuring clear communication and transparencyProvide guidance and support to development teams to ensure successful deliveryTrack and report on project progress, risks, and issuesManage and resolve ServiceNow tickets, including Level 1 support for contact center agents and leadership within the Genesys Cloud telephony environment

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