Cx Manager Jobs in Ohio (NOW HIRING)

Job#: 3049420
Job Description:
Overview
Location: Onsite Columbus or Akron Ohio
Duration: Contract through end of year
We are seeking a highly skilled Business Systems Analyst to serve as a key liaison between business partners, technology teams, and stakeholders. This role is responsible for gathering and documenting business requirements, advising on best practices and standards, evaluating potential solutions and costs, and ensuring successful delivery of initiatives from inception through completion.
The ideal candidate brings deep knowledge of Genesys Cloud CX, experience within the banking industry, and strong Agile delivery capabilities.
Key Responsibilities
Business Analysis & Requirements Management
- Meet with business customers to understand objectives, challenges, and desired outcomes.
- Translate business needs into clear, comprehensive requirements, user stories, process flows, and acceptance criteria.
- Recommend best practices, standards, and solution approaches based on industry knowledge and system capabilities.
- Perform impact assessments and provide cost and effort estimations for proposed solutions.
Project Ownership & Delivery
- Manage work from initial request through full implementation, ensuring timelines, scope, and quality expectations are met.
- Maintain alignment between business priorities and technical execution throughout the project lifecycle.
- Keep managers, stakeholders, and cross-functional teams informed with clear, proactive communication.
- Coordinate with development, testing, architecture, and operational teams to drive successful outcomes.
Genesys Cloud CX Expertise
- Support business and technical teams in the design and enhancement of contact center call flows, bot flows, and associated customer-interaction systems.
- Collaborate with teams working on related Genesys modules-including Workforce Engagement Management (WEM), Speech & Text Analytics, Quality & Compliance, and other CX optimization tools.
- Ensure requirements for IVA/IVR flows, routing strategies, analytics, and reporting align with customer experience goals.
Agile Delivery & Work Management
- Work within Agile teams to write, refine, and manage features, epics, and user stories.
- Utilize tools such as Azure DevOps (ADO) or similar Agile management platforms to track work, document updates, and maintain transparency.
- Participate in standups, sprint planning, refinement sessions, and retrospectives.
Qualifications
Required
- 5+ years of experience as a Business Systems Analyst, Senior Analyst, or similar role.
- Proven experience defining and managing business and technical requirements from concept to delivery.
- Hands-on experience with Genesys Cloud CX, including call flows, bot flows, and other CX modules.
- Experience working in Agile environments, including writing and refining features and user stories.
- Strong communication, documentation, facilitation, and organizational skills.
- Ability to manage multiple initiatives simultaneously while maintaining attention to detail.
Preferred
- Experience in the banking or financial services industry with familiarity in regulatory, compliance, or customer-service processes.
- Experience with Genesys WEM, Speech Analytics, or other Genesys add-on tools.
- Background collaborating with contact center operations teams and understanding call center processes, KPIs, and optimization strategies.
- Familiarity with process mapping tools, customer journey frameworks, or CX methodologies.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
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