Senior Business Systems Analyst - Voice of Customer

Job Description

Genesys is seeking a Senior Business Systems Analyst to join our Voice of Customer (VoC) team, bringing strong data fluency, systems thinking, and customer-facing partnership to a complex enterprise environment. This role is ideal for someone who naturally follows the data, and understands how systems, integrations, and analytics must stay aligned to surface meaningful customer signals.

This is a senior, cross-functional role operating at the intersection of customer experience, enterprise platforms, and analytics. This position will require technical depth, strong SQL and Tableau experience, and the ability to work closely with data engineering, analytics, and platform teams to ensure data is accurate, connected, and actionable.

Why You'll Love This Role

This role offers rare, end-to-end exposure to the full customer journey. You'll follow data across enterprise systems, partner closely with analytics and data engineering teams, and help both internal stakeholders and customers better understand how their technology and data work together. It's a high-impact role for someone who enjoys technical depth, systems thinking, and customer-focused analysis without being confined to a single tool or engineering lane.

Key Responsibilities

• Work with technical and non-technical stakeholders to identify and integrate VoC signals across systems.

• Help customers (internal and external) understand their technology stack, data flows, and opportunities for insight.

• Analyze, document, and maintain workflows across various enterprise platforms (CRM, CLM, Billing, etc).

• Translate business and VoC needs into functional, system, and data requirements; proactively innovate to expand VoC signal coverage and depth.

• Partner with analytics teams to support and validate reporting/Tableau dashboards.

• Trace and resolve data discrepancies across upstream and downstream systems.

• Collaborate with data engineering teams on data models and transformations.

• Communicate impacts, risks, and trade-offs related to system and data changes.

You are a good fit for this role if

• You enjoy connecting data across systems and bringing it together for insights across the company; no single silo thinking.

• You are data-fluent and comfortable using SQL and visualization tools (e.g., Tableau) to generate and investigate insights.

• You like partnering with data engineers and analysts to innovate information architecture and reporting.

• You have strong systems intuition and enjoy understanding how platforms and data interact.

• You can translate technical concepts into clear messaging for non-technical audiences.

• You care deeply about customer experience and Voice of Customer outcomes; you want to work on data that makes an impact.

• You thrive in cross-functional, highly collaborative environments.

• You have an eye for QA, and love getting to the root cause of an issue.

Required Qualifications

• 7+ years of experience as a Business Systems Analyst or similar role.

• Experience supporting CRM, CLM, Billing, and/or data warehouse platforms (e.g.,Snowflake, BigQuery, Redshift).

• Experience working on Qualtrics, Medallia, Pendo, Pointillist, Gainsight and other systems that capture VoC signals.

• SQL skills for data analysis and troubleshooting.

• Excellent story-telling through data; experience working with Tableau dashboards and reporting.

• Ability to trace end-to-end data flows across systems.

• Strong communication, analytical, and documentation skills.

Preferred Qualifications

• Experience in Voice of Customer or Customer Experience teams.

• Understanding of ETL/ELT and enterprise integrations.

• Experience with APIs or platform integration patterns.

• SaaS or subscription business experience.

• Experience as part of a technical team responsible for business product ownership