Functional Lead - CCaaS - Service
About The Position
Accenture Song accelerates growth and value for clients through sustained customer relevance, offering capabilities from ideation to execution including growth, product and experience design, technology platforms, creative, media, marketing strategy, and campaign orchestration. The Senior Business Analyst is a key contributor to complex transformation and delivery initiatives, acting as the functional lead between business stakeholders and technology teams. This role is responsible for deeply understanding customer and business needs, shaping solution requirements, and driving value‑led outcomes. The Senior BA leads functional analysis activities independently, supports CCaaS and digital transformation initiatives, and mentors junior analysts while ensuring delivery rigor and stakeholder alignment.
Requirements
- 3+ years of experience as a Business Analyst or Functional Lead
- Demonstrated expertise as a functional associate in CCaaS migrations or contact‑centre transformations
- Strong understanding of CCaaS solutions (e.g., Genesys, Amazon Connect, NICE)
- Proven experience translating customer needs into functional and technical requirements
- Advanced experience in customer journey mapping and experience design documentation
- Strong background in functional requirements definition and user‑story writing
- Experience leading functional / BA teams across complex initiatives
- Ability to develop value cases and business cases for proposed solutions
- Strong collaboration skills with delivery, architecture, and engineering teams
- Deep understanding of Agile delivery models and hybrid environments
- Excellent stakeholder management, facilitation, and communication skills
- Ability to balance strategic thinking with detailed execution
- English is required for this position as this role will regularly interact with stakeholders across Canada, US and other countries across our Global footprint where English is the common language.
- A minimum of a high school diploma or GED is required for this position
Nice To Haves
- Experience in Contact Centre operating models and transformation programs
- Exposure to AI, automation, analytics, or agentic solutioning within CCaaS environments
- Experience in Canadian Financial Services (Banking or Insurance)
- Strong working knowledge of JIRA, Confluence, Excel, PowerPoint, Miro
- Prior consulting or large‑scale internal transformation experience
- Confident, outcome‑driven, and proactive
- Strong sense of ownership and accountability
- Comfortable influencing senior stakeholders and challenging constructively
- Able to lead independently while supporting and mentoring others
- Client / customer‑centric with a value‑realization mindset
Responsibilities
- Act as the functional lead for scoped initiatives, owning analysis activities end‑to‑end
- Lead requirements gathering, analysis, validation, and sign‑off with business stakeholders
- Partner with Delivery Leads, Architects, and Product Owners to shape solution scope and roadmap
- Apply functional expertise in CCaaS transformations and migrations, supporting customer contact‑centre modernization
- Demonstrate strong understanding of CCaaS platforms (e.g., Genesys, Amazon Connect, NICE) and how they enable business outcomes
- Translate customer needs and aspirations into clear functional requirements and solution capabilities
- Document end‑to‑end customer journeys, identifying pain points, opportunities, and experience improvements
- Produce high‑quality functional requirements, epics, user stories, and acceptance criteria
- Assist with Facilitation of stakeholder workshops, design sessions, and decision forums
- Lead and coordinate functional teams, providing direction, review, and quality assurance
- Develop value cases and business justification for proposed solutions, linking requirements to measurable benefits
- Partner closely with technology teams to support the creation of feasible implementation plans
- Own and maintain backlogs, traceability, and functional documentation throughout delivery
- Lead or support UAT strategy, execution, and business readiness
- Proactively manage risks, dependencies, and scope changes
- Ensure adherence to internal standards, governance, and best practices
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
