Functional Analyst - Genesys and OSC at Sandisk

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

17 Sep, 26

Salary

0.0

Posted On

19 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Genesys, Oracle Service Cloud, Functional Analysis, System Configuration, User Acceptance Testing, Technical Documentation, Contact Center Operations, CRM Systems, Business Process Analysis, SQL, Agile, Scrum, Troubleshooting, Requirement Gathering, Process Optimization, Integration Testing

Industry

Semiconductor Manufacturing

Description

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. Job Type (exemption status): Exempt position - Please see related compensation & benefits details below Business Function: Business Applications Work Location: Bangalore PTP Office (IBP)--LOC_WDT_IBP

Responsibilities

The role involves bridging the gap between business requirements and system functionality by configuring and optimizing Genesys and Oracle Service Cloud platforms. Key duties include documenting functional requirements, performing system testing, and providing technical support to end-users.