Job Description 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