Job Board - Job Detail: Accenture - Functional Lead - CCaaS - R00336560

Functional Lead - CCaaS - R00336560 - Toronto

Accenture

Toronto, Ontario

Salary: $108800-$220400

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 Accenture 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: Act as the functional lead for scoped initiatives, owning analysis activities end‑to‑endLead requirements gathering, analysis, validation, and sign‑off with business stakeholdersPartner with Delivery Leads, Architects, and Product Owners to shape solution scope and roadmapApply functional expertise in CCaaS transformations and migrations, supporting customer contact‑centre modernizationDemonstrate strong understanding of CCaaS platforms (e.g., Genesys, Amazon Connect, NICE) and how they enable business outcomesTranslate customer needs and aspirations into clear functional requirements and solution capabilitiesDocument end‑to‑end customer journeys, identifying pain points, opportunities, and experience improvementsProduce high‑quality functional requirements, epics, user stories, and acceptance criteriaAssist with Facilitation of stakeholder workshops, design sessions, and decision forumsLead and coordinate functional teams, providing direction, review, and quality assuranceDevelop value cases and business justification for proposed solutions, linking requirements to measurable benefitsPartner closely with technology teams to support the creation of feasible implementation plansOwn and maintain backlogs, traceability, and functional documentation throughout deliveryLead or support UAT strategy, execution, and business readinessProactively manage risks, dependencies, and scope changesEnsure adherence to internal standards, governance, and best practices

We are committed to hiring military and Veteran spouses and encourage you to identify your connection with the MSEN when reaching out to us or applying to any of our open roles.

Have questions or want to learn more about us? We would love to hear from you!

richard.a.murray@accenture.com

Whenever possible, reach out to a named contact rather than a general inbox - it helps ensure a quicker, more personalized response. If you hit a bounce-back, let us know at

employment.Emploi@cfmws.com

About Accenture

Accenture is a talent and innovation-led organization helping companies to reinvent and keeping our clients ahead of change. Across more than 120 countries and 40 industries, we work as one team with a common goal: to create 360-degree value for our clients, people, shareholders, partners and communities, by embracing change.

You’ll work with top companies - clients and ecosystem partners and interact with leaders from every industry. When we bring our breadth of technological capabilities together with our ingenuity, they are greater than the sum of their parts. Help our clients reinvent. Reimagine iconic brands. Bring new products, ideas and ways of working to life with emerging technology.

We take a broad view of diversity that reflects all our people, and we are committed to ensuring everyone feels connected, with a strong sense of trust and belonging. We focus on fostering allyship, learning, inclusive ways of working, vibrant employee resource groups and networks, and accessibility, along with marking meaningful cultural observances with our people. Our networks nurture trusted relationships, mentorship opportunities and avenues for growth, benefiting participants across all career levels and fostering community and inclusion at both the global and local levels.

We take flexibility seriously — focusing not only on where but also when and how you work. We hire and develop people who have different backgrounds, different perspectives, and different lived experiences. Wherever you work, whatever skills you want to grow, there’s a program for you. We invest in our people’s capabilities so they can work with purpose, and boldly and innovatively solve problems. Continuous learning is our superpower. We put skills at the heart of everything we do. We continuously prepare our people to meet new demands and in turn, help ensure they remain highly relevant with vibrant career pathways, inside or beyond Accenture.

We encourage our people to bring their authentic selves to work and our commitment to our 750,000+ people from a variety of cultures, beliefs and backgrounds makes us more innovative. Our offices are more than just places to plug in—they're environments designed to support connection, creativity and well-being. They’re inclusive and accessible, too. We operate our business with a clean conscience – with strong commitment to the environment, ethics and human rights, responsible buying and community impact.

Join our exceptional people who are combining their ingenuity with the latest technologies to solve some of the world’s biggest challenges.