We are seeking a highly accomplished Functional Systems Specialist/IT Business Analyst for an enterprise-level contract prospect based in Toronto. In this role, you will take on a premier contact centre architecture, functional systems analysis, and customer experience transformation capacity, specializing in the configuration, design, and optimization of the Genesys Cloud platform.

As a Functional Systems Specialist/IT Business Analyst, you will bridge the gap between contact centre business operations, customer service teams, technical architecture squads, and third‑party vendors. You will lead discovery workshops, map end‑to‑end customer journeys and detailed call flows, translate business requirements into comprehensive Functional Design Documents (FDD) and agile user stories, and evaluate modern conversational AI and automation tools. This position demands a seasoned Genesys Cloud authority with deep hands‑on expertise in Genesys Cloud Architect, advanced routing strategies, queue management, data integrations, and contact centre operational metrics who can ensure high‑performance omnichannel delivery and operational excellence.

Location

Toronto, ON

Contract Duration

6-month contract (with a 6-month extension option)

Advantages

- Enterprise Genesys Cloud Scope: Lead end‑to‑end functional architecture and call flows on modern Genesys Cloud platforms.
- Conversational AI & Innovation: Drive adoption of cutting‑edge AI technologies, including Dialogflow, Genesys Bot Flow, and IVR self‑service.
- Omnichannel Journey Design: Shape seamless customer experiences across Voice, Web Chat, Email, and SMS channels.
- Cross‑Functional Influence: Act as the primary technical and business liaison across contact centre operations,



development teams, and external vendors.

Responsibilities

- Lead requirements‑gathering workshops and discovery sessions with business stakeholders, contact centre operations, and vendor partners to elicit and document functional needs.
- Map and evaluate current‑state workflows against future‑state business processes, creating detailed call flows, interactive voice response (IVR) maps, and customer journeys using tools like Visio.
- Translate strategic business goals and operational needs into detailed Technical Specification Requirements (TSR), Functional Design Documents (FDD), epics, user stories, and acceptance criteria.
- Configure and optimize Genesys Cloud Architect components, routing strategies (Skills‑Based, Bullseye, Predictive), queue configurations, wrap‑up codes, and data actions.
- Evaluate and recommend conversational AI, GenAI bots (Dialogflow, Genesys Bot Flow), and self‑service capabilities to optimize contact centre operations.
- Partner with Quality Assurance (QA) and Business Acceptance Testing (BAT) teams to map user stories into test scenarios, participate in defect triage, and validate fixes.
- Support Workforce Management (WFM) and Quality Assurance (QA) practices, aligning platform capabilities with forecasting, scheduling, recording, and speech analytics goals.
- Monitor, analyze,



and optimize key contact centre performance metrics, including Average Handle Time (AHT), Estimated Wait Time (EWT), Abandonment Rate, and First Contact Resolution (FCR).
- Act as the core liaison between business operations, solutions architects, developers, and project delivery teams throughout the sprint lifecycle.
- Maintain rigorous scope control against business cases to prevent scope creep, and contribute to standard operating procedures, training guides, and knowledge articles.

Qualifications

- Core Technical & Genesys Cloud Requirements
- Functional Systems Tenure: Minimum 8+ years of dedicated professional experience as a Functional Systems Specialist, Business Systems Analyst, or IT Business Analyst.
- Genesys Cloud Expertise: Minimum 8+ years of hands‑on experience with the Genesys Cloud platform, including advanced knowledge of Genesys Cloud Architect, Queue Management, Data Actions, and integrations.
- Routing & Contact Centre Operations: In‑depth expertise in contact centre routing mechanisms (Skills‑Based, Bullseye, Predictive) and operational KPIs (AHT, EWT, ACD, Wrap‑up codes, Abandonment Rate, and FCR).
- Requirements & Design Documentation: Minimum 8+ years of experience leading workshops, gathering requirements, and authoring Technical Specification Requirements (TSR), Functional Design Documents (FDD), and Agile user stories.
- Agile & Hybrid Delivery: Minimum 8+ years of experience working within Agile and hybrid delivery frameworks, including sprint planning, backlog refinement, and cross‑team facilitation.
- Omnichannel & WFM Concepts: Proven knowledge designing customer journeys across Voice, Web Chat, Email, and SMS, al

📌 Functional Systems Specialist/IT Business Analyst (Toronto)
🏢 randstad canada
📍 Toronto