Requirements Gathering and Documentation: Collaborate with stakeholders to gather and document business requirements.Write and maintain Business Requirement Documents (BRDs) to ensure clarity and alignment with project objectives.Conduct thorough data gathering and analysis to support business decision-making. Genesys Cloud Implementation and Optimization: Analyze business needs and translate them into functional requirements for Genesys Cloud.Collaborate with technical teams to configure and optimize Genesys Cloud for improved customer experience.Act as a liaison between the business and development teams to ensure Genesys Cloud solutions meet business needs. Agile Scrum Participation: Work closely with the development and QA teams in an Agile Scrum environment to ensure timely delivery of solutions.Participate in daily stand-ups, sprint planning, and retrospectives to maintain project momentum and address any roadblocks. Quality Assurance: Develop and execute comprehensive test plans and test cases to ensure the functionality and quality of solutions.Conduct unit testing on deliverables to validate that they meet business and technical requirements.Identify, log, and track defects, working closely with developers to ensure timely resolution. Vendor Management: Manage relationships with external vendors to ensure service-level agreements (SLAs) are met.Coordinate with vendors to troubleshoot issues and implement solutions in collaboration with internal teams.Monitor vendor performance and provide feedback to ensure continuous improvement. Report and Technical Documentation: Prepare detailed reports and technical documentation for stakeholders, summarizing project progress, test results, and system performance.Collaborate with technical teams to gather and compile data for analysis and decision-making. Cross-Functional Collaboration: Coordinate with cross-functional teams, including developers, testers, and project managers, to ensure alignment on project goals and requirements.Facilitate communication between business units and technical teams to deliver high-quality solutions on time. Process Improvement: Continuously analyze business processes and recommend improvements to enhance operational efficiency and effectiveness.Identify opportunities to leverage Genesys Cloud capabilities to improve customer engagement and streamline operations.