Business Analyst, Contact Center Solutions

Montréal, Canada

Inoria (formerly Quovim C3) is the North American partner of choice actively orchestrating the evolution of contact center operations. Inoria powers millions of customer interactions, passionately supporting organizations as they navigate their digital transformation journey through customized optimization, implementation and integration services. Agile, personable and human-centric, Inoria builds authentic relationships and champions success through inspired guidance, collaboration and innovative solutions.
More than contact center expert consulting, Inoria is about enriching the customer experience.

Why we need you:

The main purpose of this role is to participate in telephone platform implementation and Workforce Optimization (WFO) projects for our client organizations.

The job of a Business Analyst is to act as a contact center solutions expert in various mandates and as such, to define business needs and functional requirements, to conduct product demonstrations, to provide user training, to configure and support Workforce Management software, such as Aspect WFM, Interaction Optimizer and Genesys Cloud.

The Business Analyst is also responsible, in collaboration with the sales team, for identifying and targeting business development opportunities.


Principal tasks and responsibilities include:

  • Define business needs
    • To conduct working meetings with clients
    • To produce and submit functional analysis documents
  • Analyze and model business processes and interaction flows
  • Provide concrete solutions to customer needs considering their ACD platform (PureConnect, Genesys Cloud, Inoria Cloud, etc.)
  • Participate in the planning of management information systems
  • Advise and assist customers or users with a continuous improvement and innovation perspective mindset
  • Communicate business, operational and functional requirements to development teams
  • Participate in quality control activities (prepare and perform Integration and User Acceptance Testing)
  • Train users (agents, supervisors, managers)
  • Lead product demonstrations
  • Participate in project management
  • Efficiently communicate and work in close collaboration with all implicated parties, internal and external
  • Make recommendations towards processes, tools, metrics, technology, etc., based on best practices
  • Document and develop personalized training sessions
  • Support top-level users on partner WFM platforms
  • Represent the Company in various networking and development events

Technical skills:

  • Experience in the administration and configuration of telephone platforms, such as Genesys PureConnect (formerly CIC), Genesys Cloud (formerly PureCloud), Aheeva and/or Cisco
  • Basic knowledge of Interaction Attendant or Genesys Cloud Architect
  • Experience in administration and configuration of WFM platforms. Knowledge of Aspect WFM or Interaction Optimizer is an asset.
  • Proficiency in Microsoft Office suite, including Visio

Qualifications and pre-requisites:

  • Bachelor’s degree in Business Administration, Computer Science or in any related field
  • 10 years + of experience in Customer Contact Center, work in a multi-channel environment is an asset
  • 5 to 10 years of experience in Business Analysis
  • 2 to 5 years of experience with WFM, QM and PM solutions (knowledge of CIC, Genesys or Aspect products)
  • Proven ability to translate analysis results into a business context and to clearly identify implications and recommendations
  • Strong communication skills (verbal and written) with Senior Management
  • Deadline oriented and solid skills in project management
  • True interest in defining business needs, identifying opportunities and aligning efforts to ensure on-time implementation
  • Proven flexibility and ability to tackle tasks outside the usual scope of work
  • Fluency in both French and English (spoken and written) a must
  • Ability to work under pressure and on a strict budget
  • Ability to work in a team atmosphere
  • Positive leadership


Apply now.


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