airdrie, ab data & technical business analysts Jobs – 55 Openings This Week

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Functional Lead - CCaaS - Service

Accenture
Calgary, AB

Apply Now

Job details

Full-time

Skills

Jira
Microsoft Powerpoint
Microsoft Excel
English
High school diploma or GED
Bachelor's
Confluence
Agile
Financial services
Communication skills
Experience design

Full job description

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:

Act as the functional lead for scoped initiatives, owning analysis activities end‑to‑end
Lead requirements gathering, analysis, validation, and sign‑off with business stakeholders
Partner with Delivery Leads, Architects, and Product Owners to shape solution scope and roadmap
Apply functional expertise in CCaaS transformations and migrations, supporting customer contact‑centre modernization
Demonstrate strong understanding of CCaaS platforms (e.g., Genesys, Amazon Connect, NICE) and how they enable business outcomes
Translate customer needs and aspirations into clear functional requirements and solution capabilities
Document end‑to‑end customer journeys, identifying pain points, opportunities, and experience improvements
Produce high‑quality functional requirements, epics, user stories, and acceptance criteria
Assist with Facilitation of stakeholder workshops, design sessions, and decision forums
Lead and coordinate functional teams, providing direction, review, and quality assurance
Develop value cases and business justification for proposed solutions, linking requirements to measurable benefits
Partner closely with technology teams to support the creation of feasible implementation plans
Own and maintain backlogs, traceability, and functional documentation throughout delivery
Lead or support UAT strategy, execution, and business readiness
Proactively manage risks, dependencies, and scope changes
Ensure adherence to internal standards, governance, and best practices

Basic Qualifications:

3+ years of experience as a Business Analyst or Functional Lead
Demonstrated expertise as a functional associate in CCaaS migrations or contact‑centre transformations
Strong understanding of CCaaS solutions (e.g., Genesys, Amazon Connect, NICE)
Proven experience translating customer needs into functional and technical requirements
Advanced experience in customer journey mapping and experience design documentation
Strong background in functional requirements definition and user‑story writing
Experience leading functional / BA teams across complex initiatives
Ability to develop value cases and business cases for proposed solutions
Strong collaboration skills with delivery, architecture, and engineering teams
Deep understanding of Agile delivery models and hybrid environments
Excellent stakeholder management, facilitation, and communication skills
Ability to balance strategic thinking with detailed execution
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.
A minimum of a high school diploma or GED is required for this position

Nice To Have:

Experience in Contact Centre operating models and transformation programs
Exposure to AI, automation, analytics, or agentic solutioning within CCaaS environments
Experience in Canadian Financial Services (Banking or Insurance)
Strong working knowledge of JIRA, Confluence, Excel, PowerPoint, Miro
Prior consulting or large‑scale internal transformation experience

Confident, outcome‑driven, and proactive
Strong sense of ownership and accountability
Comfortable influencing senior stakeholders and challenging constructively
Able to lead independently while supporting and mentoring others
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

Apply Now

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Functional Lead - CCaaS - Service

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