Business Analyst - Genesys

About DELTA Fiber

We are DELTA Fiber Nederland, the fiber optic expert of the Netherlands. We are a growing and ambitious telecom provider with the ambition to provide as many people as possible in the Netherlands with lightning-fast internet, interactive television, and (mobile) telephony. As one of the largest fiber optic players in the Netherlands, we invest every day in the digital infrastructure of tomorrow. With innovative technology, a growing network, and an entrepreneurial mindset, we make high-quality connectivity accessible to more and more Dutch people. Together, we are building a digitally connected Netherlands. Will you help build our ambition?

Are you moving forward as a Business Analyst - Genesys?

Within the Retail Services domain, we are continuously working on smarter, faster, and more personal customer contact. Telephony and chat play a key role in this. Genesys forms the backbone of our contact center and handles routing, IVR, chat, and the digital workspace for our customer service representatives, among other things. At the same time, we are further developing our services with chatbots, Speech IVR, and digital self-service, among others. The goal? To get customers to the right answer as quickly as possible and prevent customer contact wherever possible.

As a Business Analyst, you act as the link between business, customer service, and IT. You gather needs, analyze customer journeys, and translate these into concrete features, requirements, and user stories. In doing so, you look beyond a single system or channel. You investigate how customer inquiries come in, how we recognize them, and where we can best handle them. To this end, you work closely with the Chat & Telephony / Genesys stream, the Product Owner, architects, and teams around Chatbot, Speech IVR, Self-service, and Channel Agnostic Solutions (CAS).

Your duties include, among others:

• Gathering and analyzing needs from stakeholders within Customer Service, Operations, Marketing, and IT, among others, and translating these into clear features, requirements, and user stories.
• Analyzing and designing customer journeys within Genesys Cloud, including IVR flows, routing, queues, skills, and callback scenarios.
• Contribute to the intent model by analyzing which customer inquiries come in, how we recognize them, and through which channel they can best be handled.
• Analyzing customer contact data, such as contact volumes, wait times, first contact resolution, and transfers between digital channels and employees, and translating these insights into improvement proposals.
• Aligning technical dependencies and integrations with architects and other teams, for example regarding CRM, customer data APIs, chatbot, and Speech IVR.
• Preparing and supporting PI planning, sprints, acceptance, and go-live by refining features, providing insight into dependencies, and keeping the backlog in Azure DevOps organized.

Will this be your new challenge?

You thrive on challenges where customer needs, processes, data, and technology converge. You possess strong analytical skills, ask the right questions, and do not settle for the first solution offered. You can quickly grasp complex customer journeys and processes and translate them into clear requirements that both business and IT can work with. In doing so, you always think from the customer's perspective, without losing sight of what is operationally and technically feasible.

In this role, you will work with many different specialists and stakeholders. This calls for someone who connects easily, listens well, and simultaneously dares to ask probing questions. You can reconcile various interests and know how to persuade when your analysis shows that a different solution works better. You maintain an overview of dependencies, work in a structured manner, and use data to substantiate choices. In this way, you help DELTA organize customer contact more intelligently and effectively, step by step.

Why DELTA?

At DELTA Fiber, we are building the digital infrastructure of the Netherlands – and that includes employment conditions that are just as strong and future-oriented as our network. This ensures everything is well-arranged for both now and the future. That is why, with us, you can count on:

• A salary between €4,206 and €6,008 gross per month (based on 40 hours), commensurate with your experience and impact;
• A Benefit Budget of 15.17% on top of your salary, including 8% holiday allowance and the value of 7 extra statutory vacation days – freely spent on extra income, leave, or other employment benefits that suit you. Think, for example, of tax-efficient repayment of your student debt, investing in making your home more sustainable, or working on your vitality;
• An annual bonus of up to 3% of your annual salary, linked to your individual performance;
• 20 vacation days per year, with the flexibility to purchase extra days via your benefit budget;
• A solid pension fund for the future. Together, we invest in your future and that of your loved ones: DELTA Fiber covers the majority of the premium (18.97% vs. 8.13%), so that you can build for the future worry-free with a small personal contribution, including a partner pension and disability protection;
• Opportunities to work from home with room to structure your work week flexibly (in consultation with your manager);
• Unlimited access to training and education through our own DELTA Fiber Academy;
• Room to develop yourself and grow within the organization.

Bring this with you:

• HBO or WO working and thinking level, for example in the field of business administration, computer science, or business information science.
• At least 3 years of relevant experience as a Business Analyst, preferably within a contact center or customer service environment.
• Knowledge of contact center platforms; experience with Genesys Cloud, Genesys Engage, or PureConnect is a strong plus.
• Experience in drafting requirements, features, and user stories with clear acceptance criteria.
• Experience analyzing and visualizing processes and customer journeys, for example with BPMN, flowcharts, or customer journeys.
• Experience working within an Agile environment, such as Scrum or SAFe, and with tooling such as Azure DevOps or Jira.
• Affinity with data and using analyses to improve processes and customer contact.
• Excellent command of the Dutch language, both spoken and written, and a good command of English.
• Experience with conversational AI, chatbots, speech recognition, APIs, and integration patterns is a plus.
• Experience with data analysis in, for example, SQL or Power BI is a plus.
• A Genesys Cloud certification, such as Genesys Cloud Professional, is a plus.

A Certificate of Conduct (VOG) is required for this position. The application will be initiated by DELTA after the employment contract has been signed. The costs for the VOG will be reimbursed by us.