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 vendorsMap call flows, IVR processes, workflows, and customer journeysAuthor TSRs, FDDs, epics, user stories, and acceptance criteriaConfigure routing, queues, wrap-up codes,



and Genesys data actionsAnalyze contact centre metrics and optimize operational performanceRequirements:

Minimum eight years as a systems or business analystMinimum eight years of hands-on Genesys Cloud experienceAdvanced Architect, routing, queue management, and integration expertiseEight years leading requirements, design, and Agile documentationKnowledge of omnichannel journeys, WFM, QA, and lifecycle toolsApply Genesys Cloud architecture, requirements leadership, and contact centre analytics to enterprise customer experience transformation in Toronto.

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