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We are looking for an experienced Business Analyst (BA) to support our CCaaS (Contact Center as a Service) Peripherals implementation. This is an onsite role requiring close collaboration with business stakeholders, IT teams, and vendors to translate business requirements into scalable CCaaS solutions.
The ideal candidate will have strong expertise in contact center operations, IVR design, and CCaaS platforms, along with excellent analytical and communication skills to drive successful project outcomes.
Key Responsibilities
Requirements Gathering & Analysis
Engage with business stakeholders to capture, analyze, and document requirements
Translate business needs into detailed specifications for CCaaS solutions
Gap Analysis
Assess current contact center processes and identify gaps against CCaaS platform capabilities
Provide recommendations to improve workflows and efficiency
Solution Design & Implementation Support
Collaborate with technical teams, architects, and vendors to design CCaaS solutions aligned with business goals
Contribute to IVR call flows, routing strategies, integrations, and omnichannel solutions
Training & Change Management
Provide training to end users, especially on IVR systems and agent workflows
Support adoption of new CCaaS features and processes
Production Support & Continuous Improvement
Provide post-implementation support
Drive continuous improvement using feedback and performance insights
Collaboration & Communication
Work closely with business teams, IT, vendors, and stakeholders
Clearly communicate requirements and solutions to technical and non-technical audiences
Qualifications & Experience
Education
Bachelor's degree in Business, IT, or related field
Experience
Proven experience as a Business Analyst in CCaaS / Contact Center environments
Experience with CCaaS platforms (e.g., Genesys, NICE CXone, Five9, Amazon Connect, etc.)
Strong knowledge of contact center operations, IVR, routing, and omnichannel solutions
The base compensation range for this role in the posted location is: 90000- 105000
Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.
The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.
These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.
It is not typical for candidates to be hired at or near the top of the posted compensation range.
In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.
Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:
- Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.
Disclaimers
Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.
