RQ00543 – Business Analyst – Senior

Legal Aid Ontario 20 Dundas Street West, Toronto Start Date: 2026-03-09 End Date: 2027-03-05

Must Haves

5+ years experience Expert knowledge of Contact Centre operations, reporting and analytics, and related technologies, with experience using Genesys Cloud CX and/or Verint Enterprise WFM & QM modules preferred (minimum 5 years’ experience)

5+ years experience leading or participating in the implementation or migration of a contact center solution or platform.

5+ years Experience with drafting test plans, test cases or scripts to support system rollout.

5+ years experience Advanced expertise in requirements gathering, gap analysis, business process mapping and user interface mock-ups

5+ years experience Proven analytical skills in a contact center environment, with a strong understanding of contact center metrics and reporting.

Location: Up to 2 days onsite (subject to HM’s discretion)

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