Business Operations Analyst

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Job Title: Business Operations Analyst Department & Team: Business Operations & Strategy Reports To: Senior Director, Business Operations & Strategy Location: Galway, Ireland (Hybrid) Summary We are looking for a driven, intellectually curious Business Operations Analyst to join the Business Operations & Strategy group in Galway. This is a high-impact, cross-functional role sitting at the intersection of data, process, and strategy — and an exciting opportunity for someone ready to step into a role where they will have genuine ownership and visibility from day one. You will serve as a trusted analytical partner to business leaders across Genesys, translating complex operational data into clear insights that shape how the company runs and grows. The Business Operations & Strategy function works closely with Finance, Sales, Product, and Customer Success — giving you broad exposure to the full business and direct access to senior stakeholders. This role is built for someone who is self-directed and proactive. You will be expected to set your own agenda, manage your own workload, and surface opportunities and risks before they are raised with you. If you thrive working independently, take ownership seriously, and want to do meaningful analytical work inside a global AI-driven SaaS company, this is the role for you. Key Responsibilities: The primary responsibilities for this role include, but are not limited to: Proactively identify operational bottlenecks and process gaps across the business, owning the development of scalable solutions from diagnosis through to implementation — without waiting to be directed. Design, build, and maintain dashboards, scorecards, and KPI frameworks that track business health across growth, retention, efficiency, and adoption; evolve these frameworks as business needs change. Conduct quantitative and qualitative analyses — including scenario modelling, cohort analysis, and performance reviews — initiating work where you identify gaps rather than waiting to be asked. Contribute to the preparation of quarterly business reviews, executive briefings, and board-level reporting materials, taking end-to-end ownership of your workstreams. Support strategic planning cycles, headcount planning, and annual operating plan processes with data-driven inputs, proactively raising risks or issues rather than flagging them reactively. Maintain and continuously improve internal process documentation, standard operating procedures, and knowledge base resources on your own initiative. Manage administration and continuous improvement of core business systems, identifying automation and efficiency opportunities independently. Collaborate with external vendors and internal IT to troubleshoot system issues and ensure reliable data flow across the organisation. Ensure compliance with internal controls, data governance standards, and company policies including GDPR. Minimum Requirements: 2–4 years of experience in business operations, strategy, analytics, FP&A, or management consulting, ideally within a SaaS or technology company. Proven track record of working independently — manages own time and priorities, delivers without close oversight, and takes full ownership of outputs. Demonstrated ability to take initiative: identifies problems before they are raised, proposes solutions, and follows through on commitments. Strong analytical skills with the ability to interrogate data critically, spot inconsistencies, and translate findings into clear, executive-ready recommendations. Proficiency in Excel or Google Sheets, including financial modelling, pivot tables, and data visualisation. Experience with BI or reporting tools such as Tableau, Power BI, or Looker. Familiarity with CRM or ERP platforms (e.g. Salesforce, NetSuite, or similar). Excellent written and verbal communication skills; able to frame complex analysis clearly for both technical and non-technical audiences. High degree of personal accountability — follows through even when things get complicated or ambiguous. Bachelor's degree in Business, Finance, Economics, Mathematics, or a related field (or equivalent experience). Desirable Skills: SQL proficiency, or a clear and demonstrated willingness to build this skill quickly in the role. Experience with Snowflake, Python, or R for analytical work. Prior exposure to cloud software, CCaaS, or contact centre markets. Familiarity with AI tools and automation platforms to enhance personal and team productivity. Experience preparing or supporting executive-level or board-level reporting materials. Our Benefits: At Genesys, we’re committed to supporting your well-being, growth, and work–life balance. Our comprehensive benefits package includes: Flexible work options – Choose what works for you with hybrid schedules, work-from-home flexibility, and the option to collaborate onsite in our state-of-the-art Galway office. Career development & growth – Access continuous learning opportunities, mentoring, and clear paths for advancement. Competitive pension scheme – Invest in your future with an excellent employer-supported pension plan. Annual bonus program – Be rewarded for your impact and contributions. Comprehensive health coverage – Including private health insurance, access to company dental plan, and wellness supports. Financial protection – Enjoy Income Protection and Life Assurance, along with access to dedicated financial planning resources to help you make confident, informed decisions about your future. Family-friendly policies – Generous paid maternity and paternity Working at Genesys AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys. Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report. What Happens After You Apply After you apply, here's what you can typically expect: Our Talent Acquisition team reviews your application with the hiring team. A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
 Next, you'll meet the hiring manager and other members of the interview team. We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases. After interviews are complete, our team will follow up with the final steps. Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process. Stay Connected Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available. Get notified about relevant opportunities. Be the one building what's next - where AI, experience and impact come together. Employee Referral If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral. About Genesys: Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com. Reasonable Accommodations: If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.   This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response. Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics. Please note that recruiters will never ask for sensitive personal or financial information during the application phase.