CCaaS (Contact Center as a Service) Professionals - (Toronto - Hybrid)

Capco – The Future. Now.

We are looking for all CcaaS Professionals to Join Capco to oversee and drive the implementation of a CCaaS (Contact Center as a Service) solution.

We are looking for the following skill set:

o Work with business leaders to prioritize requirements and translate them into actionable technical specifications, ensuring that the CCaaS implementation aligns with both 

o Previous experience in business analysis, ideally in large, complex, matrixed organizations.

o Extensive experience leading business analysis for CCaaS solutions (e.g., Genesys, Amazon Connect, Google CCAI) and related customer service technologies.

o Proven ability to lead teams through ambiguous and complex program scopes, driving clarity and consensus while maintaining focus on business objectives.

o Demonstrated experience managing requirements for large-scale, cross-functional projects, especially within the contact center or customer service domain.

o Strong leadership and team management skills, with the ability to drive business teams toward common objectives and navigate through ambiguity and evolving project scope.

o Expertise in CCaaS technologies, business process mapping, and systems integration.

o Exceptional communication, presentation, and interpersonal skills to engage effectively with stakeholders at all levels.

o Excellent problem-solving and conflict-resolution skills, particularly in environments with competing priorities and unclear requirements.

o Ability to synthesize complex business requirements and translate them into clear, actionable system specifications.

o Familiarity with project management methodologies (e.g., Agile, Waterfall).

o CCaaS or cloud-related certifications (e.g., Genesys Cloud Certified, AWS Certified).

o Professional experience is important. But it’s paramount you share our belief in disruptive innovation that puts clients ahead in a tough market. From day one, your key mission will be to perceive new and better ways of doing things to give your clients an advantage.

Now Take the Next Step

We have:

• Access to industry-focused talent globally


• Ability to leverage best-in-class innovative products and solutions for complex architecture and large-scale transformation


• Extended global geographic market reach


• Ability to capitalize on our client footprint and deep domain expertise within financial services and energy

For more information about Capco, visit www.Capco.com.

Capco is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

We have been informed of several recruitment scams targeting the public. We strongly advise you to verify identities before engaging in recruitment related communication. All official Capco communication will be conducted via a Capco recruiter.