Business Analyst - Genesys

• HBO or WO working and thinking level, for example in the field of business administration, computer science, or business information science.

• At least 3 years of relevant experience as a Business Analyst, preferably within a contact center or customer service environment.

• Knowledge of contact center platforms; experience with Genesys Cloud, Genesys Engage, or PureConnect is a strong plus.

• Experience with drafting requirements, features, and user stories with clear acceptance criteria.

• Experience with analyzing and visualizing processes and customer journeys, for example with BPMN, flowcharts, or customer journeys.

• Experience working within an Agile environment, such as Scrum or SAFe, and with tooling such as Azure DevOps or Jira.

• Affinity with data and using analyses to improve processes and customer contact.

• Excellent command of the Dutch language in speech and writing and a good command of English.

• Experience with conversational AI, chatbots, speech recognition, APIs, and integration patterns is a plus.

• Experience with data analysis in, for example, SQL or Power BI is a plus.

• A Genesys Cloud certification, for example Genesys Cloud Professional, is a plus.

At DELTA Fiber, we are building the digital infrastructure of the Netherlands - and that comes with employment conditions that are just as strong and future-oriented as our network. This means everything is well-arranged for now and for later. Therefore, you can count on us for, among other things:

• A salary between € 4,206.- and € 6,008.- gross per month (based on 40 hours), matching your experience and impact;

• A Benefit Budget of 15.17% on top of your salary, including 8% holiday allowance and the value of 7 extra non-statutory holiday days - freely spendable on extra income, leave, or other employment conditions that suit you. Think, for example, of the tax-efficient repayment of your student debt, investing in making your home more sustainable, or working on your vitality;

• An annual bonus of up to 3% of your annual salary, linked to your individual performance;

• 20 vacation days per year, with the flexibility to purchase extra days via your benefit budget;

• A good pension pot for later. Together, we invest in your future and that of your loved ones: DELTA Fiber covers the largest part of the premium (18.97% vs. 8.13%), so that with a small personal contribution, you build towards the future without worry, including partner pension and protection in case of disability;

• Opportunities for working from home with room to organize your work week flexibly (in consultation with your manager);

• Unlimited access to training and education via our own DELTA Fiber Academy;

• Room to develop yourself and grow within the organization.

A VOG (Certificate of Good Conduct) is mandatory for this position. The application will be started by DELTA after the employment contract has been signed. The costs for the VOG will be reimbursed by us.

Within the Retail Services domain, we work continuously on smarter, faster, and more personal customer contact. Telephony and chat play an important role in this. Genesys forms the backbone of our contact center and provides, among other things, routing, IVR, chat, and the digital workspace for our customer service employees. At the same time, we are further developing our services with, among other things, chatbots, Speech IVR, and digital self-service. The goal? To bring customers to the right answer as quickly as possible and prevent customer contact where possible.

As a Business Analyst, you form the connection between business, customer service, and IT. You gather needs, analyze customer journeys, and translate these into concrete features, requirements, and user stories. In doing so, you look beyond a single system or channel. You investigate how customer questions arrive, how we recognize them, and where we can best handle them. For this, you work closely with the Chat & Telephony / Genesys stream, the Product Owner, architects, and teams surrounding Chatbot, Speech IVR, Self-service, and Channel Agnostic Solutions (CAS).

• Gathering and analyzing needs from stakeholders within, among others, customer service, Operations, Marketing, and IT, and translating these into clear features, requirements, and user stories.

• Analyzing and designing customer journeys within Genesys Cloud, including IVR flows, routing, queues, skills, and callback scenarios.

• Contributing to the intent model by analyzing which customer questions arrive, how we recognize them, and through which channel they can best be handled.

• Analyzing customer contact data, such as contact volumes, waiting times, first contact resolution, and transfers between digital channels and employees, and translating these insights into improvement proposals.

• Aligning technical dependencies and integrations with architects and other teams, for example regarding CRM, customer data APIs, chatbot, and Speech IVR.

• Preparing and supporting PI planning, sprints, acceptance, and go-live by refining features, making dependencies transparent, and keeping the backlog in Azure DevOps in order.

You get energy from issues where customer needs, processes, data, and technology converge. You are analytically strong, ask the right questions, and do not settle for the first solution proposed. You can quickly grasp complex customer journeys and processes and translate them into clear requirements that both business and IT can work with. In doing so, you always think from the customer's perspective, without losing sight of what is operationally and technically feasible.

In this role, you work with many different specialists and stakeholders. This requires someone who makes connections easily, listens well, and dares to ask follow-up questions at the same time. You can bring different interests together and also know how to persuade when your analysis shows that a different solution works better. You maintain an overview of dependencies, work in a structured manner, and use data to support choices. In this way, you help DELTA to set up customer contact more smartly and effectively, step by step.