Configure Genesys Cloud in Toronto while leading functional systems analysis, customer journeys, and omnichannel contact centre design. This is a six-month contract.
As a Functional Systems Specialist and IT Business Analyst, you will connect operations, customer service teams, technical architects, and vendors. You will lead discovery workshops, document requirements, and design Genesys Cloud solutions. Your work includes Architect, routing, queue management, data integrations, and operational metrics.
Key Responsibilities: Lead requirements workshops with stakeholders, operations, and vendors
Map call flows, IVR processes, workflows, and customer journeys
Author TSRs, FDDs, epics, user stories, and acceptance criteria
Configure routing, queues, wrap-up codes, and Genesys data actions




Analyze contact centre metrics and optimize operational performance
Requirements: Minimum eight years as a systems or business analyst
Minimum eight years of hands-on Genesys Cloud experience
Advanced Architect, routing, queue management, and integration expertise
Eight years leading requirements, design, and Agile documentation
Knowledge of omnichannel journeys, WFM, QA, and lifecycle tools
Apply Genesys Cloud architecture, requirements leadership, and contact centre analytics to enterprise customer experience transformation in Toronto.

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📌 Genesys Cloud Functional Systems Specialist (Ontario)
🏢 randstad canada
📍 Ontario