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Senior Business Analyst – Genesys Expert

On-site in Barcelona·Full-time·Added 1 month ago

Pasiona

34 open roles

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Overview

Job details

Permanent contract
Full-time hours.

Requirements

Have the right to work in Spain
Pasiona doesn't mention sponsorship in the ad.
Work in English
English is required, per the ad.
Work on-site in Barcelona
No relocation package mentioned.
Have 5+ years of experience
Senior-level role.

This job was automatically translated to English.

Pay & benefits

What you'll get

¡One day off for your birthday so you can celebrate it however you want!

Improved paid leave for a better personal and professional balance.

Access to private health insurance for your peace of mind.

Extra vacation days based on your seniority, because we value your rest and well-being.

Requirements

What we're looking for

5+ years of experience with Genesys (Cloud, PureConnect, or Enterprise).
Demonstrable experience in international Contact Center projects.
Solid knowledge of Contact Center processes: routing, IVR, omnichannel, and workforce management.
Experience integrating AI, chatbots, virtual assistants, NLP, or Machine Learning into Customer Service environments.
Knowledge of Genesys configuration and development tools, such as Genesys Designer, Studio, and Configuration Manager.
Experience with APIs, Web Services, and Cloud AI platforms, such as Azure Cognitive Services, Google AI, or IBM Watson.
Ability to analyze and optimize the performance of AI systems and models.
Excellent ability to explain complex technical and AI concepts to stakeholders of different profiles and cultures.
Fluent English – international environment is mandatory.

Languages

English.

The role

Are you a Senior Business Analyst with solid experience in Genesys and are you passionate about applying AI to Customer Experience and Contact Centers?

We are looking for a Senior Business Analyst – Genesys Expert to participate in international projects involving innovation, digital transformation, and Intelligent Customer Engagement.

What you'll do

You will be part of global initiatives aimed at transforming Contact Centers through Genesys + AI, working with stakeholders from different countries and entities to convert local needs into scalable solutions.

Among your main responsibilities:

Lead initiatives related to new AI modules and functionalities in Genesys.
Analyze Contact Center processes and transform them into global and scalable solutions.
Design and optimize call routing, IVR flows, and automation workflows.
Participate in integrations of Genesys with telephony, CRM, and AI platforms.
Drive solutions for chatbots, virtual assistants, NLP, and Machine Learning.
Work on solutions for predictive routing, sentiment analysis, and AI-powered self-service.
Monitor KPIs and performance to identify improvement opportunities.
Provide training and knowledge transfer to international teams.
Ensure compliance with security, privacy, and compliance requirements.
Act as a technical/functional reference for stakeholders from different cultures and geographies.

Location

Barcelona.

About Pasiona

Pasiona is a technology consulting firm specializing in cybersecurity, cloud infrastructure, and digital transformation. The company operates as a strategic partner for enterprises, offering services that range from vulnerability management and penetration testing to AI-driven platform engineering and data integration. With a global footprint, Pasiona combines deep technical expertise with a strong focus on innovation, helping organizations modernize their IT environments and secure their digital assets.

In Spain, Pasiona has established a significant presence in Barcelona, where it runs its Spanish operations and serves as a hub for international talent. The company is known for its collaborative, engineering-driven culture and actively recruits international professionals, offering opportunities for growth in areas like AI, cloud security, and platform engineering. For international hires, Pasiona provides a multicultural environment and the chance to work on cutting-edge projects, making it an attractive destination for those looking to build a career in Spain's thriving tech sector.

Industry: Tech Consulting
Founded: 2010
Employees: 100–500
Headquarters: Barcelona, Spain
In Spain: Barcelona
Website: pasiona.com

Good to know if you are moving

Pasiona is headquartered in Barcelona, so international hires would be joining the company at its global HQ.
The company's working language is English, making it accessible for non-Spanish speakers.
Pasiona offers visa sponsorship and relocation support for international candidates.
The company has a strong focus on professional development and certifications in cybersecurity and cloud technologies.
Barcelona offers a high quality of life, with a strong tech ecosystem and international community.

In their own words

Additional information

At Pasiona we are committed to diversity and equal opportunities.

We encourage everyone to apply, regardless of gender, age, disability, sexual orientation, gender identity, ethnic origin, religion, or any other personal or social circumstance.

All open roles at Pasiona