Overview
CCaaS Functional Lead Jobs in Toronto, Canada at Accenture
Title: CCaaS Functional Lead
Company: Accenture
Location: Toronto, Canada
Category:
Position: CCaaS Functional Lead at Accenture
Drive transformation initiatives as the CCaaS Functional Lead at Accenture Song. Leverage your expertise to align business needs and technology solutions for impactful customer experiences.
As a pivotal contributor, you will oversee complex projects that bridge gaps between stakeholders and tech teams. This role demands in-depth knowledge of CCaaS platforms and adeptness in requirements gathering, ensuring successful project delivery and stakeholder satisfaction.
Key Responsibilities:
• Lead functional analysis and delivery activities end-to-end
• Gather, validate, and obtain stakeholder sign-off on requirements
• Collaborate with Delivery Leads and Architects to define scope
• Apply CCaaS expertise for customer contact-center modernization
• Document clear functional requirements and customer journeys
Requirements:
• 5+ years as a Business Analyst or Functional Lead
• Expertise in CCaaS migrations and contact-center transformations
• Strong background in user-story writing and requirements definition
• Proven track record in stakeholder management and facilitation
• Deep understanding of Agile delivery models
Utilize your CCaaS knowledge to create impactful solutions that enhance customer interactions at Accenture.
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