Business Analyst Genesys
Where: Barcelona, Catalonia, Spain
Company: A leading global insurance and asset management company delivering financial protection and investment solutions worldwide via Talent-C
Contract: Freelance or Permanent Contract (conditions according to profile)
Mission Description:
A integral insurance and asset management leader providing financial protection and investment solutions worldwide is seeking an experienced Business Analyst to support the deployment of a Contact Center as a Service (CCaaS) solution.
As part of a major transformation program, you will lead the analysis and framing of the current telephony and contact center environment (as-is) to ensure a smooth transition to the target CCaaS platform. This role requires strong expertise in customer journey mapping, omnichannel flows, and contact center architecture within insurance or assistance operations.
Job Responsibilities:
- Lead the as-is analysis of telephony and contact center architecture, flows, and business use cases.
- Map call flows, IVR structures, numbers (VDN), and agent skills inventory.
- Identify gaps, risks, and points of attention related to the target CCaaS solution.
- Contribute to the definition of target functional and technical specifications.
- Facilitate workshops with stakeholders to gather requirements and challenge assumptions when needed.
- Produce structured documentation including process maps and functional/technical deliverables.
- Ensure alignment between business commitments, operational needs, and technical constraints.
Essential Qualifications:
- Degree in Business Administration, Information Technology, Engineering, or related field.
- Proven experience in contact center environments within insurance or assistance sectors.
- Strong expertise in process mapping, business analysis, and functional documentation.
- Solid knowledge of telephony systems and contact center operations.
- Mastery of project management methodologies.
- Excellent communication skills in English and French.
- Strong customer focus and delivery-oriented mindset.
Technical Environment:
- Current telephony platform: Avaya
- Target CCaaS solution: Genesys