Genesys Cloud CX Business Analyst at Miratech in Monterrey, N/A, MX

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. 
Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

We 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 roadmap
• Develop, refine, and maintain the product backlog, including epics, features, and user stories
• Coordinate and support the delivery of new features for Contact Center Operations and Technology Enablement
• Ensure 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 transparency
• Provide guidance and support to development teams to ensure successful delivery
• Track and report on project progress, risks, and issues
• Manage and resolve ServiceNow tickets, including Level 1 support for contact center agents and leadership within the Genesys Cloud telephony environment

• 3+ years of experience as a Business Analyst or in a similar role
• Proven expertise in Contact Center environments
• Hands-on experience with Genesys Cloud Platform and Dynamics 365
• Excellent communication and stakeholder management skills
• Knowledge of regulatory and compliance requirements relevant to the industry
• Proficient in Microsoft Office and diagramming tools (e.g., Visio, Lucidchart)
• Strong analytical and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced environment
• Bachelor’s degree in Computer Science, Information Technology, or a related field

 Nice to have:

• Experience in Contact Center transformation programs
• Certifications in relevant technologies or methodologies (e.g., Genesys Cloud, Dynamics 365, Agile/Scrum)
• Experience within the Banking or Financial Services industry

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
• Growth Mindset: reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.