Functional Analyst - Genesys and OSC

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 platformsConfigure, customize, and maintain Genesys and OSC systems to align with organizational business processes and objectivesPerform comprehensive system testing, including functional, integration, and user acceptance testing to ensure quality and compliance with requirementsTroubleshoot and resolve functional issues in a timely manner, providing technical support to end-users and internal teamsCollaborate with cross-functional teams including developers, project managers, and business analysts to implement solutions and drive continuous improvementCreate and maintain detailed technical documentation, including process flows, configuration guides, and standard operating proceduresConduct training sessions and provide onboarding support to end-users on system functionality and best practicesIdentify opportunities for process optimization and system enhancements to improve efficiency and reduce operational costsParticipate in system upgrades, patches, and migrations while ensuring minimal disruption to business operationsMonitor 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 configuration2+ years of hands-on experience with Oracle Service Cloud (OSC) implementation and supportStrong understanding of contact center operations, workflows, and customer service processesProven ability to gather, analyze, and document functional requirements from stakeholdersExperience with system testing methodologies and quality assurance processesExcellent problem-solving skills with the ability to troubleshoot complex technical issuesStrong written and verbal communication skills with the ability to explain technical concepts to non-technical audiencesProficiency in creating technical documentation and process flowsExperience with CRM systems and customer service platformsFamiliarity with Agile or Scrum development methodologiesKnowledge 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. .