JOB TITLE: BUSINESS & FUNCTIONAL ANALYST – CCAAS (GENESYS)

Location: Frankfurt, Germany
Languages: German & English (Fluent in both written and spoken)
Experience Level: Junior (1–2 years) or Professional (5+ years)

REQUIRED SKILLS:

• Hands-on experience with Genesys Cloud CX / Engage.
• Familiarity with Genesys Architect, routing flows, and IVR configurations.
• Understanding of contact center operations and compliance (GDPR/PCI DSS).
• Experience with API documentation, reporting tools, and CRM integrations.
  Job Type: Contract
  Contract length: 6 months
  Pay: 42.911,67€ - 83.217,61€ per year

Experience:

• genesys cloud: 1 year (Required)

Language:

• german (Required)

• Gather and document business and functional requirements for Genesys CcaaS implementations.
• Develop policies, procedures, manuals, and process maps.
• Support UAT planning, execution, and feedback cycles.
• Translate business needs into Genesys capabilities (routing, IVR, call flows).
• Collaborate with architects and developers to ensure successful delivery.