Business Analyst (Genesys | Cantonese Speaker)

Job Description: Business Analyst (Genesys | Cantonese Speaker)

Position Title : Business Analyst (Genesys / Contact Centre)

Location : Kuala Lumpur, Malaysia (supporting Hong Kong project)

Role Duration: 12 months (extendable)

Role Overview

We are seeking a Business Analyst with Genesys experience to support a Hong Kong project, focusing on contact centre solutions. The ideal candidate will bridge business and technical teams, gather requirements, and support delivery of Genesys-related enhancements. Cantonese proficiency is mandatory to effectively engage HK stakeholders.

Key Responsibilities

•                         Gather, analyse, and document business and system requirements

•                         Work closely with Hong Kong stakeholders to understand contact centre processes and needs

•                         Translate business requirements into functional specifications and user stories

•                         Support Genesys-related implementations (e.g., IVR flows, call routing changes)

•                         Facilitate UAT, SIT, and requirement walkthrough sessions

•                         Collaborate with developers, vendors, and infrastructure teams

•                         Track project progress, manage changes, and ensure timely delivery

•                         Prepare documentation: BRD, FRD, process flows, and test cases

•                         Support incident analysis and continuous improvement initiatives

Key Requirements

Must-Have

•                         3–6 years of Business Analyst experience

•                         Hands-on exposure to Genesys platform (Cloud / Engage / contact centre systems)

Strong experience in: Requirements gathering

Stakeholder management

UAT coordination

Ability to speak Cantonese (mandatory)

Experience supporting regional / Hong Kong stakeholders

Strong analytical and communication skills

Preferred

Knowledge of: Contact centre operations (IVR, call routing, reporting)

Agile / Scrum methodologies

Experience in banking, insurance, or large enterprises

Familiarity with tools like JIRA, Confluence, ServiceNow

Qualifications

•                         Bachelor's Degree in Business, IT, or related field

Soft Skills

•                         Strong stakeholder engagement & communication

•                         Detail-oriented and structured thinking

•                         Ability to manage multiple priorities

•                         Proactive and solution-driven mindset

Quick Recruiter Summary

•                         BA + Genesys experience

•                         Cantonese speaker (must-have)

•                         KL-based, supporting HK project

•                         Strong in requirements + UAT + stakeholder management

Interested candidates can connect on +6586533349 (WhatsApp chat only)