Genesys Cloud CX Lead: BA & Solution Architect

Miratech; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A global IT services and consulting company is seeking a Senior Genesys Cloud CX Business Analyst in Toronto. You will bridge the gap between business needs and technical implementation, leveraging your deep understanding of the Genesys Cloud CX platform. Responsibilities include conducting workshops, translating requirements, and supporting solution design. This role offers competitive pay, flexible work options, and professional development opportunities.

Benefits

Comprehensive compensation and benefits package

Work From Anywhere culture

Professional development opportunities

Dynamic global team environment

Social sustainability values

Qualifications

• 5+ years of experience as a Business Analyst or Solution Architect in enterprise contact center environments.
• Strong technical knowledge of Genesys Cloud CX platform (flows, routing, integrations).
• Ability to translate business needs into technical designs and vice versa.

Responsibilities

• Conduct workshops and interviews with business users to gather requirements.
• Translate business objectives into feasible specifications.
• Design or review call flows and routing logic in Genesys Cloud CX.

Skills

Business Analyst or Solution Architect experience

Technical knowledge of Genesys Cloud CX platform

Analytical skills

Communication skills

Documentation skills

Understanding of contact center KPIs

Experience in agile environments

Stakeholder management

Job description

A global IT services and consulting company is seeking a Senior Genesys Cloud CX Business Analyst in Toronto. You will bridge the gap between business needs and technical implementation, leveraging your deep understanding of the Genesys Cloud CX platform. Responsibilities include conducting workshops, translating requirements, and supporting solution design. This role offers competitive pay, flexible work options, and professional development opportunities.