Functional Systems Analyst

October 8, 2026

Remote

Senior

Madrid

Description

A Systems Functional Analyst role focused on evolving the platforms that support commercial activity, customer service and operations. The person acts as a bridge between Business and Technology to design, implement and optimize digital solutions on Genesys Cloud CX and Salesforce. The role covers platform roadmap management, integrations, second-level functional support and operational KPI analysis.

Responsibilities

Analyze business needs and translate them into functional solutions on Genesys Cloud CX and Salesforce
Administer and parameterize the Genesys platform: IVR, routing, skills, Architect Flows, Data Actions, campaigns
Design and supervise integrations between Genesys, Salesforce and other corporate applications through APIs and web services
Manage functional demand, prioritization of enhancements and the platform roadmap
Provide second-level functional support and coordinate resolution of complex incidents
Lead functional testing, UAT, E2E testing and deployments
Analyze operational KPIs to identify improvements in contactability, productivity, service levels and customer experience
Drive innovation, automation and AI initiatives within the Genesys-Salesforce ecosystem
Coordinate cross-functionally between Business, Operations, Technology, Marketing, Sales, Customer Service and vendors
Act as the functional reference figure for Genesys and its integration with Salesforce
Measure the impact of implemented improvements on sales, contactability, response times, customer experience, operational efficiency and campaign results

Requirements

3-5 years of experience in functional analysis, systems analysis or corporate applications
University degree in Computer Engineering, Telecommunications, Industrial Engineering, Mathematics or Physics
Knowledge of process management and project management
Genesys Cloud CX: Architect Flows, ACD Routing, Skills, Queues, Data Actions, digital channels, outbound campaigns, WEM and analytics
Salesforce: Service Cloud, Omni-Channel, CTI Integration, APIs, Reports & Dashboards
Salesforce Marketing Cloud: Journey Builder, Automation Studio, segmentation and CRM integrations
Integrations through REST APIs, JSON, Webhooks and Middleware such as MuleSoft
Solid technical background in other CX, CTI or CRM platforms with high learning ability also fits
Analysis and problem solving
Continuous improvement and innovation
Change management
Planning and organization
Communication and influence
Teamwork
Customer orientation
Business vision and strategic perspective

Similar jobs

Similar in meaning, not just matching keywords

This device does not meet the site requirements

What may not work

Functional Systems Analyst

Job summary

Description

Responsibilities

Requirements

Similar jobs

Job summary

Similar jobs

Functional Systems Analyst

Job summaryAnalysis and summary of the descriptionNeeds review [data-chart=chart-_R_39f1binpfiv6abqaqlb_] { --color-score: var(--destructive); } .dark [data-chart=chart-_R_39f1binpfiv6abqaqlb_] { --color-score: var(--destructive); } 28

Job summary

Description

Responsibilities

Requirements

Similar jobs

Job summaryAnalysis and summary of the descriptionNeeds review [data-chart=chart-_R_39f1binpfiv6abqaqlb_] { --color-score: var(--destructive); } .dark [data-chart=chart-_R_39f1binpfiv6abqaqlb_] { --color-score: var(--destructive); } 28

Job summary

Similar jobs