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.

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