Functional Lead - CCaaS - Service
Accenture Song
Job description
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
Questions fréquentes
Why are you reporting this job?
Apply in 30 seconds
Enter your email to apply. An account will be created automatically.
By continuing, you accept our terms of use.
Already have an account? Login
Published 23 hours ago
Expires 1 month from now
6 views · 0 applications
Boost your chances
Upload your CV — we will match you with relevant openings.
Analyzing your CV...
Accenture Song
Related job offers
-
Consultant en ventes sans fil
Staples Canada Saint-Jean et périphérie -
Consultant en ventes sans fil
Staples Canada Aurora -
6G Network Architecture Engineer
Huawei Canada Ottawa -
Level 2 Telecom Technician – Installation & Testing
Wesbell Communications Calgary -
Mm-Wave IC Engineer – RFIC Design for 5G
Swiftlink Technologies Inc. Richmond