Home
Jobs
Progression3
Contact Centre Consultant (Genesys/Verint)

Contact Centre Consultant (Genesys/Verint)

Hybrid

Toronto, Canada

Mid level

Freelance

24-02-2026

Share this job:

Score my CV

Skills

Test Regression Testing Regression Analytical Skills Analytics

Job Specifications

We are in search of a Contact Centre Consultant with expertise in contact centre implementations and or migrations. The consultant will manage the transition of the Contact Centre solution from the legacy platform to the new CCaaS solution and to serve as the subject matter expert for Contact Centre processes and functionality.

Required Skills & Experiences:

Expert knowledge of Contact Centre operations, reporting and analytics, and related technologies, with experience using Genesys Cloud CX and/or Verint Enterprise WFM & QM modules preferred (minimum 5 years’ experience)
Experience leading or participating in the implementation or migration of a contact center solution or platform.
Experience drafting business notes and clear, concise documentation for various stakeholders.
Proven analytical skills in a contact center environment, with a strong understanding of contact center metrics and reporting.
Experience with functional, user acceptance and regression testing as well as project implementation and issue tracking
Experience with drafting test plans, test cases or scripts to support system rollout.
Experience with auto attendant and IVR setup and call routing configurations.

Responsibilities:

Elicit and define business requirements for department initiatives.
Translate high- level business requirements into a detailed Business Requirements Document for review by multiple stakeholders.
Track and trace the delivery of business requirements throughout the project lifecycle to ensure successful implementation and alignment with original objectives.
Conduct functional, user acceptance and regression testing; manage project implementation and issue tracking.
Manage the migration of the Contact Center solution from the legacy system to the new CCaaS platform, participating in or leading discovery sessions to ensure all requirements are captured.
Create, maintain and implement auto attendant and IVR menus as well as call routing configurations.

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 y... Know more