Senior Business Analyst

Position: Senior Business Analyst Duration 1 Year assignment (contract)

Client Location Toronto (Onsite/Hybrid: 7.25 hours/day between 8:00 AM and 5:00 PM, Monday to Friday)

Engagement Model Professional Services Engagement – B2B (Incorporated Entities Only)

Note on Assignment Type This position is provisionally Onsite/Hybrid, requiring 7.25 hours per calendar day between 8:00 AM and 5:00 PM, Monday to Friday (excluding breaks). Conditions may change based on organizational requirements and at the discretion of the Hiring Manager.

About the Engagement Akkodis is seeking a Senior Business Analyst to lead the transition of a Contact Centre environment from a legacy telephony platform to a modern CCaaS solution. The Senior Business Analyst will act as the subject matter expert for Contact Centre operations, technology, reporting, analytics, and end‑to‑end process improvement. This role supports strategic initiatives across Intake Operations Support, ensuring technology enablement, service modernization, and continuous improvement of Contact Centre operations.

Scope

Provide advanced business analysis services to support the migration from a legacy Contact Centre platform to a new CCaaS solution.

Engage stakeholders and subject matter experts to gather, validate, and document business and technical requirements.

Lead business process reviews, gap analysis, and workflow mapping to support operational modernization.

Assignment Deliverables

Requirements Traceability Matrix ensuring full lifecycle tracking from definition to implementation.

Test plans, test cases/scripts, and documented results for functional, UAT, and regression testing.

IVR/auto-attendant designs, call‑routing configurations, and related technical documentation.

Status reports, risk/issue logs, and project implementation tracking documentation.

Job aids, training materials, and stakeholder communication documents supporting new processes or technologies.

Expertise Required Must Have

5+ years’ experience in Contact Centre operations, reporting, analytics, and related technologies.

Expert knowledge of Genesys Cloud CX and/or Verint Enterprise WFM & QM.

5+ years’ experience implementing or migrating a Contact Centre technology solution.

Advanced experience in requirements gathering, gap analysis, business process mapping, and UI mock‑ups.

Experience drafting test plans, test cases, or scripts for major system rollouts.

Experience with auto‑attendant / IVR configuration and call routing design.

Strong understanding of network considerations for user setup and Contact Centre operations.

Nice to Have

Experience drafting business notes and clear documentation for leadership.

Security Clearance Required.

Important This is a business-to-business engagement. Candidates must represent an incorporated entity, hold a valid business number, maintain appropriate insurance, and invoice for services rendered.

How to Apply Submit your resume in confidence via the Akkodis Canada website.

We thank all applicants for their interest in this opportunity. Only candidates meeting the above qualifications will be contacted for further discussions.

Accessibility At Akkodis, part of The Adecco Group, our purpose is simple: to make the future work for everyone. We live our values, Passion, Collaboration, Inclusion, Courage, and Customers at Heart, by fostering a workplace where diversity is celebrated and every voice matter. We encourage applications from individuals of all backgrounds and identities. Together, we’re making the future work for everyone.

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