Note: The job is a remote job and is open to candidates in USA. Lucet is an industry leader in behavioral health dedicated to helping people live healthy, balanced lives. The IT Business Analyst implements and supports business information systems across multiple departments, partnering with stakeholders and product teams to define requirements, manage backlogs, and deliver strategic solutions. The role also supports Genesys Cloud administration, contact center operations, project delivery, and process improvement initiatives.
Responsibilities
- Partner with business stakeholders, product owners, and development teams to gather requirements, define business needs, and translate them into technical solutions
- Lead roadmap planning, backlog refinement, prioritization discussions, and project decision-making while balancing risks and competing business priorities
- Create and maintain project documentation including business requirements, project charters, UAT plans, and project status communications
- Track software development progress, coordinate production issue resolution, manage multiple initiatives, and serve as a Subject Matter Expert (SME) for supported products or programs
- Support the configuration, administration, optimization, and enhancement of Genesys Cloud, including routing, IVR flows, queues, reporting, and contact center operations
- Collaborate with cross-functional teams to troubleshoot issues and improve inbound/outbound call handling, dialer setup, disposition processes, and integrated interaction workflows
Skills
- Degree related to Analysis, Technical/Business Administration, or Communication fields and 3 years relevant experience, or at least 6 years' total specific Business Analyst roles and experience
- T-SQL experience (writing queries, analyzing SQL data, etc.)
- Working knowledge of contact center technologies and telephony concepts relevant to Genesys Cloud, such as call routing, IVR design, and workforce engagement tools
- 2+ years hands‑on experience supporting or administering Genesys Cloud (e.g., Architect flows, queue configuration, user/role management, reporting)
- 4 years Demonstrated experience with SDLC (Software development Life Cycle) in Agile and Waterfall methodologies
- 6 years' Experience creating software development requirements documents
- 6 years' Experience writing development tasks from requirements documents
- 4 years' Experience interacting with senior leadership
- Organization and time management skills
- Strong analytic and problem-solving skills
- Ability to work both independently and in various team settings
- High-speed internet service (cable or fiber optic) with minimum download Speed of 20 Mbps, Upload Speed of 5 Mbps, and Maximum Latency of 100 milliseconds (must be installed before starting) required
- Must be able to constantly remain in a stationary, sitting position, communicate and exchange information with others, inspect information, perform repetitive motions with arms and fingers, interpret data, problem solve, make decisions, organize and plan, and maintain a positive and professional attitude in all situations
- Work is performed from home with company-provided equipment. Sitting for long periods of time is expected and use of fingers and hands for typing is necessary
- A quiet workspace with minimal background noise for calls
Benefits
- Annual performance-based, discretionary incentive
- Comprehensive health benefit options: Medical, dental, and vision coverage
- 401(k) with competitive employer match
- Company-paid life and disability insurance
- Paid parental leave and wellbeing incentives
- Generous paid time off, including volunteer time
- Flexible spending accounts for healthcare and dependent care
- Professional development opportunities and tuition reimbursement
- Remote work flexibility (role-dependent)
- Opportunity for meaningful growth, both personally and professionally, where your unique background and experience is welcomed and valued
- Company-provided equipment
Company Overview