BA with CCaaS

Capgemini•Toronto, ON

5d•CA$90,000 - CA$105,000•Onsite

About The Position

Capgemini is seeking an experienced Business Analyst (BA) to support the implementation of CCaaS (Contact Center as a Service) Peripherals. This is an onsite role that requires close collaboration with business stakeholders, IT teams, and vendors to translate business requirements into scalable CCaaS solutions. The ideal candidate will possess strong expertise in contact center operations, IVR design, and CCaaS platforms, along with excellent analytical and communication skills to ensure successful project outcomes.

Requirements

Bachelor's degree in Business, IT, or related field.
Proven experience as a Business Analyst in CCaaS / Contact Center environments.
Experience with CCaaS platforms (e.g., Genesys, NICE CXone, Five9, Amazon Connect, etc.).
Strong knowledge of contact center operations, IVR, routing, and omnichannel solutions.

Responsibilities

Engage with business stakeholders to capture, analyze, and document requirements.
Translate business needs into detailed specifications for CCaaS solutions.
Assess current contact center processes and identify gaps against CCaaS platform capabilities.
Provide recommendations to improve workflows and efficiency.
Collaborate with technical teams, architects, and vendors to design CCaaS solutions aligned with business goals.
Contribute to IVR call flows, routing strategies, integrations, and omnichannel solutions.
Provide training to end users, especially on IVR systems and agent workflows.
Support adoption of new CCaaS features and processes.
Provide post-implementation support.
Drive continuous improvement using feedback and performance insights.
Work closely with business teams, IT, vendors, and stakeholders.
Clearly communicate requirements and solutions to technical and non-technical audiences.