Drive contact center transformation as a Bilingual Genesys Cloud Technical Business Systems Analyst based in Toronto. Leverage your expertise in IVR strategy and customer experience optimization in a hybrid role. In this role, you will lead initiatives that modernize contact centers for large enterprises.

This position requires strong hands-on experience with Genesys Cloud and fluency in both French and English. You will work closely with stakeholders to translate requirements and optimize routing strategies, enhancing overall customer journeys. Key Responsibilities:

- Lead contact center transformation initiatives for enterprise clients
- Facilitate workshops in both French and English
- Gather and document business requirements effectively
- Design routing, queue, and IVR solutions
- Troubleshoot Genesys Cloud issues across customer experiences Requirements:
- 5+ years in contact center consulting or systems analysis
- Proven experience with Genesys Cloud solutions
- Robust analytical and troubleshooting capabilities
- Fluent in French and English
- Preferred experience in financial services Harness your expertise in Genesys Cloud and enhance customer experiences at CONNEX.

📌 Bilingual Genesys Cloud Analyst Toronto (Richmond Hill)
🏢 Connex Telecommunications
📍 Richmond Hill