Functional Lead - CCaaS - Service

About the role

The Functional Lead – CCaaS – Service will act as the primary bridge between business stakeholders and technology teams, driving contact‑center modernization initiatives. You will own the full lifecycle of functional analysis, from gathering requirements to validating solutions, while mentoring junior analysts and ensuring delivery rigor.

Key responsibilities

• Lead end‑to‑end functional analysis for scoped CCaaS initiatives.
• Gather, analyze, validate, and obtain sign‑off on requirements with business stakeholders.
• Collaborate with Delivery Leads, Architects, and Product Owners to shape solution scope and roadmap.
• Apply expertise in CCaaS transformations and migrations, supporting contact‑centre modernization.
• Translate customer needs into clear functional requirements, epics, user stories, and acceptance criteria.
• Document end‑to‑end customer journeys, identifying pain points and improvement opportunities.
• Facilitate stakeholder workshops, design sessions, and decision forums.
• Lead functional teams, providing direction, review, and quality assurance.
• Develop business justification and value cases linking requirements to measurable benefits.
• Support UAT strategy, execution, and business validation.

Required profile

• Proven experience as a Senior Business Analyst or functional lead on complex transformation projects.
• Ability to understand and translate customer and business needs into functional specifications.
• Experience mentoring junior analysts and ensuring delivery rigor.
• Strong stakeholder management and communication skills.
• Familiarity with agile delivery practices and backlog management.
• Experience in contact‑center or CCaaS modernization initiatives.

Required skills

• Genesys
• Amazon Connect
• NICE