Our public sector client is seeking a Senior Business Analyst (10+ years) to support contact centre modernization and cloud migration initiatives using Cisco Unified Contact Center Enterprise and Genesys Cloud CX.

This role supports the modernization and migration of corporate contact centres to a recent cloud contact centre platform.

The Business Analyst will gather and document business and technical requirements across communication channels, IVR call flows, routing, integrations, service levels, and operational processes.

The engagement includes current-to-future state analysis, migration impact assessment, and collaboration across multiple contact centres with varying complexity.

Contract, Toronto, Working Hours: EST Must Haves 10+ years in Business Analysis supporting contact centre modernization and migration initiatives Cisco Unified Contact Center Enterprise and Genesys Cloud CX across telephony, IVR, routing, queues, integrations, and migration impacts Requirements gathering , gap analysis, business process mapping, BRDs, workflow diagrams, and data flow diagrams CRM integrations with Salesforce,



Service

Now, and API integrations Post-secondary education in Computer Science, IT, Business, or equivalent Nice to Have CBAP or PMP certification Verint Enterprise WFM/QM MS Project and Jira Networking and telephony concepts including SIP trunking, VPN technologies, MPLS, and DNS/DHCP hardening Responsibilities Analyze business processes and systems to identify inefficiencies, controls, and KPIs Collaborate with stakeholders to elicit and document business and technical requirements Lead or support contact centre migration activities including discovery sessions and current-state assessments Document BRDs, functional specifications, use cases, workflow diagrams, and data flow diagrams Translate business requirements into target platform configuration requirements Conduct functional, user acceptance, and regression testing activities and manage issue tracking Support integration, onboarding, operational readiness, and documentation deliverables

📌 Senior Business Analyst (10+ years) required to support contact centre modernization and cloud migration initiatives using Cisco Unified Contact Center Enterprise and Genesys Cloud CX. (Toronto)
🏢 S.i. Systems
📍 Toronto