We are seeking a Senior Business Analyst with specialized expertise in Contact Centre as a Service to lead the migration from a legacy platform to a modern cloud-based solution. This role serves as the Subject Matter Expert for contact centre processes, functionality, and reporting. You will be responsible for translating complex business needs into detailed technical requirements, managing the migration lifecycle, and optimizing IVR/call routing configurations. This position requires a blend of technical proficiency in platforms like Genesys Cloud CX and strategic business analysis to improve support operations.
...
Pay Rate: $524.05- $560.14/Diem
Advantages
- Position yourself as the lead authority on future-state contact centre technology for a major enterprise office.
- Gain high-value experience in CCaaS transformation, a critical trend in modern enterprise architecture.
- Work directly with senior management and technical teams to influence service strategies and operational frameworks.
- A long-term, 1-year engagement within a structured, professional environment.
Responsibilities
- Lead or support the transition from legacy systems to a new cloud platform, participating in discovery sessions to ensure all functional requirements are captured.
- Elicit requirements to develop detailed Business Requirements Documents (BRD). Ensure a robust traceability matrix is maintained throughout the project lifecycle.
- Design, maintain, and implement auto-attendants, IVR menus, and complex call routing logic to optimize the user experience.
- Draft and execute comprehensive test plans, test cases, and scripts for functional, User Acceptance Testing (UAT), and regression testing.
- Analyze contact centre performance data (KPIs) to identify trends, bottlenecks, and opportunities for business process re-engineering.
- Act as the primary bridge between operations, IT departments, and external vendors to resolve technical issues and facilitate product enhancements.
- Develop job aids, technical documentation, and training materials to support onboarding and system rollouts.
Qualifications
- Extensive background in contact centre operations, specifically leading or participating in large-scale platform migrations.
- Expert knowledge of Genesys Cloud CX and/or Verint Enterprise WFM & QM modules.
- Advanced expertise in gap analysis, business process mapping (BPMN), and user interface (UI) mock-ups using tools like Visio.
- Demonstrated success in drafting test scripts and managing issue tracking through implementation.
- Degree in Business or IT. CBAP (Certified Business Analyst Professional) is highly preferred.
- Solid knowledge of the Project Management Life Cycle (PMLC) and SDLC.
Summary
If you are a Senior Business Analyst who thrives at the intersection of customer experience (CX) technology and data-driven process improvement, we encourage you to apply today!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
This posting is for existing and upcoming vacancies.
show more
We are seeking a Senior Business Analyst with specialized expertise in Contact Centre as a Service to lead the migration from a legacy platform to a modern cloud-based solution. This role serves as the Subject Matter Expert for contact centre processes, functionality, and reporting. You will be responsible for translating complex business needs into detailed technical requirements, managing the migration lifecycle, and optimizing IVR/call routing configurations. This position requires a blend of technical proficiency in platforms like Genesys Cloud CX and strategic business analysis to improve support operations.
Pay Rate: $524.05- $560.14/Diem
Advantages
- Position yourself as the lead authority on future-state contact centre technology for a major enterprise office.
- Gain high-value experience in CCaaS transformation, a critical trend in modern enterprise architecture.
- Work directly with senior management and technical teams to influence service strategies and operational frameworks.
- A long-term, 1-year engagement within a structured, professional environment.
Responsibilities
...
- Lead or support the transition from legacy systems to a new cloud platform, participating in discovery sessions to ensure all functional requirements are captured.
- Elicit requirements to develop detailed Business Requirements Documents (BRD). Ensure a robust traceability matrix is maintained throughout the project lifecycle.
- Design, maintain, and implement auto-attendants, IVR menus, and complex call routing logic to optimize the user experience.
- Draft and execute comprehensive test plans, test cases, and scripts for functional, User Acceptance Testing (UAT), and regression testing.
- Analyze contact centre performance data (KPIs) to identify trends, bottlenecks, and opportunities for business process re-engineering.
- Act as the primary bridge between operations, IT departments, and external vendors to resolve technical issues and facilitate product enhancements.
- Develop job aids, technical documentation, and training materials to support onboarding and system rollouts.
Qualifications
- Extensive background in contact centre operations, specifically leading or participating in large-scale platform migrations.
- Expert knowledge of Genesys Cloud CX and/or Verint Enterprise WFM & QM modules.
- Advanced expertise in gap analysis, business process mapping (BPMN), and user interface (UI) mock-ups using tools like Visio.
- Demonstrated success in drafting test scripts and managing issue tracking through implementation.
- Degree in Business or IT. CBAP (Certified Business Analyst Professional) is highly preferred.
- Solid knowledge of the Project Management Life Cycle (PMLC) and SDLC.
Summary
If you are a Senior Business Analyst who thrives at the intersection of customer experience (CX) technology and data-driven process improvement, we encourage you to apply today!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
This posting is for existing and upcoming vacancies.
show more
