Lead / Business Analysts (CCaaS)

This role is hybrid and requires you to be at our downtown Toronto and/or Client office at a minimum 2 days per week - subject to change at any time.
Job Summary:
Contact Center as a Service (CCaaS) Business Analyst
Key Responsibilities:

• Collaborate with stakeholders to gather and document business and technical requirements for the Genesys CCaaS platform.
• Conduct gap analysis to identify areas of improvement in current contact center operations and map them to Genesys capabilities.
• Translate business requirements into detailed functional specifications for system configurations, workflows, and integrations.
• Work closely with technical teams to design and implement solutions, ensuring alignment with business objectives.
• Coordinate with vendors and partners to ensure timely delivery and integration of Genesys CCaaS components.
• Support the design and optimization of IVR flows, call routing strategies, and omnichannel customer experiences.
• Conduct user acceptance testing (UAT) to validate that solutions meet requirements and function as intended.
• Develop comprehensive documentation, including business processes, workflows, user manuals, and training materials.
• Provide post-implementation support to resolve issues and continuously enhance the Genesys platform.
• Stay updated on emerging Genesys features and CCaaS industry trends to identify opportunities for innovation.

• Business Analysis
• Financial Services
• Requirements Analysis
• User Acceptance Testing

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.

Come join our team-one of the largest IT and business consulting services firms in the world.