Our GTA based, Municipal Government client requires the services of a Senior Business Analyst for the business and technical requirements for Corporate

wide contact centers so that those contact centers can be a) rebuilt in an new cloud contact center platform, and b) modernized while in the cloud to address existing

pain-points, simplify integrations with SAP, as well as introduce integrations with ServiceNow. This will enable the decommissioning of Corporate infrastructures reducing duplicate operational costs associated the duplicate on premise infrastructures.

ROLE:

This Business Analyst will work with each contact center to document business and technical requirements covering the following, at a minimum: communication

Channels; Call/Interaction Flows; Service Levels & KPIs; Workforce & Operations Requirements; Quality Management, Agent Experience, Integration, Telephony &

Connectivity, Security, etc.

The requirements documentation will...