Location: REMOTE / Toronto, Ontario
This job allows you to work remotely.
This role supports business and technical alignment for a major contact centre replacement initiative, ensuring requirements are clearly defined, validated, and translated into effective Genesys Cloud CX solutions.
Responsibilities
• Analyze business requirements and contact centre use cases across project phases.
• Conduct gap analyses to identify missing inputs, dependencies, and risks.
• Prepare structured discussion points and materials for stakeholder workshops.
• Support design validation activities to confirm alignment with requirements.
• Collaborate with integrators and QA teams to ensure requirements are accurately implemented.
• Support migration planning and readiness activities.
Must Have Skills:
Qualifications
• 5+ years of experience as a Functional Analyst or Business Analyst.
• Experience working on contact centre delivery or migration projects.
• Strong understanding of contact centre operations and workflows.
• Ability to clearly document and communicate requirements and gaps.
• Experience working within adaptive waterfall or hybrid delivery models.
**MUST HAVE SECURITY RELIABILITY CLEARANCE
Nice to Have Skills:
• Experience with Genesys Cloud CX implementations.
• Public sector or large enterprise program experience
