Progression3

www.progression3.com

1 Job

5 Employees

About the Company

A full-service Staffing and Recruitment Agency.

The future of work is here and it requires organizations to adjust, innovate and execute at lightning speed. At Progression3, we focus on helping our clients grow and maintain exceptional teams for the new world of work.

We have placed thousands of people with hundreds of organizations for nearly two decades, and are running stronger day-by-day. We're experts in staffing and recruitment and offer a full-range of workforce solutions that are tailored to the specific needs of your industry.

Founded in 2001, we're proud to be a people partner of choice for leading companies in Canada and the USA.

Listed Jobs

Company Name: Progression3
Job Title: Contact Centre Consultant (Genesys/Verint)
Job Description: Job Title: Contact Centre Consultant (Genesys/Verint) Role Summary: Lead the transition of legacy contact centre solutions to a CCaaS platform (Genesys Cloud CX or Verint Enterprise WFM & QM). Serve as the subject‑matter expert for contact centre processes, requirements gathering, documentation, testing, and migration execution. Expectations: • Minimum 5 years of contact centre implementation or migration experience. • Proven expertise in Genesys Cloud CX and/or Verint Enterprise WFM & QM modules. • Strong analytical background with deep knowledge of contact centre metrics and reporting. • Demonstrated ability to draft business requirements, test plans, and clear stakeholder documentation. Key Responsibilities: • Elicit, document, and translate business requirements into detailed Business Requirements Documents. • Manage and trace requirement delivery from discovery to post‑implementation. • Lead functional, user acceptance, and regression testing; maintain issue tracking. • Oversee the migration of contact centre solutions from legacy systems to CCaaS. • Design, configure, and maintain auto‑attendant, IVR menus, and call routing. Required Skills: • Contact centre operations, reporting, and analytics. • Expertise in Genesys Cloud CX or Verint Enterprise WFM & QM. • Project management and implementation experience. • Advanced analytical and metrics knowledge. • Experience with functional, UAT, regression testing, test case development. • Strong documentation and communication skills. Required Education & Certifications: • Bachelor’s degree in Business, Information Technology, or related field (or equivalent experience). • Relevant certifications preferred: Genesys Certified Professional (GCP), Verint Enterprise WFM/QM certification, or equivalent CCaaS certification.