Functional Analyst (Contact Center / GCCX)

Overview

Location: REMOTE / Toronto, Ontario. This job allows you to work remotely.

This role supports business and technical alignment for a major contact centre replacement initiative, ensuring requirements are clearly defined, validated, and translated into effective Genesys Cloud CX solutions.

Responsibilities

• Analyze business requirements and contact centre use cases across project phases.
• Conduct gap analyses to identify missing inputs, dependencies, and risks.
• Prepare structured discussion points and materials for stakeholder workshops.
• Support design validation activities to confirm alignment with requirements.
• Collaborate with integrators and QA teams to ensure requirements are accurately implemented.
• Support migration planning and readiness activities.

Qualifications

• 5+ years of experience as a Functional Analyst or Business Analyst.
• Expe...