The Role
Serve as a techno-functional analyst for Genesys and Oracle Service Cloud: gather and document requirements, configure and maintain systems, perform testing, troubleshoot issues, collaborate with cross-functional teams, create documentation, train users, support upgrades/migrations, monitor performance, and recommend process improvements to optimize contact center and customer service operations.
Summary Generated by Built In
Job Description
We're looking for a detail-oriented and analytical Functional Analyst with expertise in Genesys and Oracle Service Cloud (OSC) to join our team in Bengaluru, India. In this role, you will serve as a key Techno-Functional role, bridging the gap between business requirements and system functionality. You will be responsible for analyzing, configuring, and optimizing our contact center and customer service platforms to drive operational efficiency and enhance customer experience.
- Analyze and document functional requirements from business stakeholders and translate them into system configurations within Genesys and OSC platforms
- Configure, customize, and maintain Genesys and OSC systems to align with organizational business processes and objectives
- Perform comprehensive system testing, including functional, integration, and user acceptance testing to ensure quality and compliance with requirements
- Troubleshoot and resolve functional issues in a timely manner, providing technical support to end-users and internal teams
- Collaborate with cross-functional teams including developers, project managers, and business analysts to implement solutions and drive continuous improvement
- Create and maintain detailed technical documentation, including process flows, configuration guides, and standard operating procedures
- Conduct training sessions and provide onboarding support to end-users on system functionality and best practices
- Identify opportunities for process optimization and system enhancements to improve efficiency and reduce operational costs
- Participate in system upgrades, patches, and migrations while ensuring minimal disruption to business operations
- Monitor system performance and generate reports to track key metrics and identify areas for improvement
- 3+ years of experience as a Functional Analyst or similar role with demonstrated expertise in Genesys platform administration and configuration
- 2+ years of hands-on experience with Oracle Service Cloud (OSC) implementation and support
- Strong understanding of contact center operations, workflows, and customer service processes
- Proven ability to gather, analyze, and document functional requirements from stakeholders
- Experience with system testing methodologies and quality assurance processes
- Excellent problem-solving skills with the ability to troubleshoot complex technical issues
- Strong written and verbal communication skills with the ability to explain technical concepts to non-technical audiences
- Proficiency in creating technical documentation and process flows
- Experience with CRM systems and customer service platforms
- Familiarity with Agile or Scrum development methodologies
- Knowledge of SQL or scripting languages (preferred)
- Project management experience or certification (preferred)
- Experience with business process analysis and optimization (preferred)
All your information will be kept confidential according to EEO guidelines.
Skills Required
- 3+ years experience as a Functional Analyst or similar with demonstrated expertise in Genesys platform administration and configuration
- 2+ years hands-on experience with Oracle Service Cloud (OSC) implementation and support
- Strong understanding of contact center operations, workflows, and customer service processes
- Proven ability to gather, analyze, and document functional requirements from stakeholders
- Experience with system testing methodologies and quality assurance processes
- Excellent problem-solving skills with the ability to troubleshoot complex technical issues
- Strong written and verbal communication skills with the ability to explain technical concepts to non-technical audiences
- Proficiency in creating technical documentation and process flows
- Experience with CRM systems and customer service platforms
- Familiarity with Agile or Scrum development methodologies
- Knowledge of SQL or scripting languages
- Project management experience or certification
- Experience with business process analysis and optimization
Sandisk Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sandisk Corporation and has not been reviewed or approved by Sandisk Corporation.
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Fair & Transparent Compensation — Pay is considered competitive across many roles, with compensation often described as fair for the work. Technical roles are characterized as aligned with market expectations in semiconductor and storage.
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Healthcare Strength — The official program highlights comprehensive medical, dental, and vision coverage with wellness and caregiving support. Employer-verified materials describe a generally strong U.S. health benefits package.
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Retirement Support — A 401(k) plan with company match is explicitly called out and positioned as a core benefit. Retirement and savings options are emphasized as part of a well-rounded total rewards offering.
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The Company
What We Do
Sandisk is a leading developer, manufacturer, and provider of data storage devices and solutions based on NAND flash technology, including memory cards, USB flash drives, and solid-state drives (SSDs).
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