Genesys Cloud Technical Business Systems AnalystLocation: Hybrid / Toronto
Language Requirement: Bilingual French and English
Position OverviewWe are seeking an experienced
Genesys Cloud Technical Business Systems Analyst with expertise in contact centre transformation, customer experience optimization, routing, queuing, IVR strategy, and contact centre modernization within large enterprise environments.
The successful candidate will have strong hands-on experience with
Genesys Cloud and must be
fluent in both French and English, written and spoken.
This is a hybrid role based in Toronto, with onsite attendance required as needed.
Key Responsibilities- Lead and support contact centre transformation initiatives.
- Facilitate stakeholder workshops and discovery sessions in both French and English.
- Gather, document, and translate business and technical requirements.
- Design and optimize routing, queue, and IVR strategies.
- Support Genesys Cloud configuration, enhancements, and solution design.
- Support contact centre migration and modernization programs.
- Develop business requirements, process maps, workflows, and recommendations.
- Work closely with business stakeholders, technical teams, developers, and project teams.
- Support testing, UAT, implementation, deployment, and post-deployment activities.
- Troubleshoot Genesys Cloud issues related to routing, IVR, queues, and customer or agent experiences.
- Support bilingual customer journeys and contact centre experiences.
Required Qualifications- 5+ years of contact centre consulting, business analysis, technical business analysis, or transformation experience.
- Strong hands-on experience with Genesys Cloud.
- Experience with contact centre migrations and CCaaS solutions.
- Experience gathering and documenting business and technical requirements.
- Strong understanding of contact centre routing, queues, IVR, and customer journeys.
- Strong stakeholder engagement and communication skills.
- Strong analytical, troubleshooting, and problem-solving skills.
- Fluent in both French and English, written and spoken.
- Experience in financial services is preferred.
Technical Skills- Genesys Cloud
- Genesys Cloud Architect
- Amazon Connect, preferred
- IVR Design
- Call Routing and Queue Management
- Customer Journey Analysis
- Requirements Gathering
- Process Mapping
- Contact Centre Migration and Modernization
- CCaaS Solutions
- Testing and UAT
