Functional Lead - CCaaS - Service
We Are:
Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song
There will never be a typical day at Accenture Song, but that’s why people love it here. The opportunities to make a difference while working on exciting client initiatives are limitless in this ever-changing space.
You Are:
The Senior Business Analyst is a key contributor to complex transformation and delivery initiatives, acting as the functional lead between business stakeholders and technology teams. This role is responsible for deeply understanding customer and business needs, shaping solution requirements, and driving value‑led outcomes. The Senior BA leads functional analysis activities independently, supports CCaaS and digital transformation initiatives, and mentors junior analysts while ensuring delivery rigor and stakeholder alignment.
The Work:
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Act as the functional lead for scoped initiatives, owning analysis activities end‑to‑end
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Lead requirements gathering, analysis, validation, and sign‑off with business stakeholders
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Partner with Delivery Leads, Architects, and Product Owners to shape solution scope and roadmap
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Apply functional expertise in CCaaS transformations and migrations, supporting customer contact‑centre modernization
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Demonstrate strong understanding of CCaaS platforms (e.g., Genesys, Amazon Connect, NICE) and how they enable business outcomes
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Translate customer needs and aspirations into clear functional requirements and solution capabilities
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Document end‑to‑end customer journeys, identifying pain points, opportunities, and experience improvements
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Produce high‑quality functional requirements, epics, user stories, and acceptance criteria
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Assist with Facilitation of stakeholder workshops, design sessions, and decision forums
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Lead and coordinate functional teams, providing direction, review, and quality assurance
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Develop value cases and business justification for proposed solutions, linking requirements to measurable benefits
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Partner closely with technology teams to support the creation of feasible implementation plans
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Own and maintain backlogs, traceability, and functional documentation throughout delivery
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Lead or support UAT strategy, execution, and business readiness
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Proactively manage risks, dependencies, and scope changes
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Ensure adherence to internal standards, governance, and best practices
Basic Qualifications:
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3+ years of experience as a Business Analyst or Functional Lead
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Demonstrated expertise as a functional associate in CCaaS migrations or contact‑centre transformations
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Strong understanding of CCaaS solutions (e.g., Genesys, Amazon Connect, NICE)
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Proven experience translating customer needs into functional and technical requirements
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Advanced experience in customer journey mapping and experience design documentation
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Strong background in functional requirements definition and user‑story writing
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Experience leading functional / BA teams across complex initiatives
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Ability to develop value cases and business cases for proposed solutions
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Strong collaboration skills with delivery, architecture, and engineering teams
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Deep understanding of Agile delivery models and hybrid environments
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Excellent stakeholder management, facilitation, and communication skills
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Ability to balance strategic thinking with detailed execution
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English is required for this position as this role will regularly interact with stakeholders across Canada, US and other countries across our Global footprint where English is the common language. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.
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A minimum of a high school diploma or GED is required for this position
Nice To Have:
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Experience in Contact Centre operating models and transformation programs
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Exposure to AI, automation, analytics, or agentic solutioning within CCaaS environments
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Experience in Canadian Financial Services (Banking or Insurance)
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Strong working knowledge of JIRA, Confluence, Excel, PowerPoint, Miro
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Prior consulting or large‑scale internal transformation experience
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Confident, outcome‑driven, and proactive
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Strong sense of ownership and accountability
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Comfortable influencing senior stakeholders and challenging constructively
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Able to lead independently while supporting and mentoring others
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Client / customer‑centric with a value‑realization mindset
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location,
role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation, based on full-time
employment, for roles that may be hired as set forth below.
The recruiting efforts for this position are intended to fill a brand new position.
The base pay range shown below is intended as a guideline to reflect the majority of offers for this role.
It does not represent a maximum limit — in some cases, actual compensation may exceed the range where appropriate.
Information on benefits is here:
Role Location Annual Salary Range
British Columbia/Ontario $82,600 to $132,600
Toronto, Ontario
Calgary, Alberta
Montreal, Quebec
Ottawa, Ontario
Vancouver, British Columbia
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