UCaaS Analyst

Job Title: UCaaS Discovery & Migration Analyst

Job Type: Contract
Location: Chicago IL - 154484

Job Summary

We are seeking an experienced UCaaS Discovery & Migration Analyst with strong hands-on experience with Genesys and enterprise contact center/UCaaS environments. The candidate will be responsible for analyzing the existing communication environment, gathering technical requirements, documenting the current-state environment, and supporting the discovery and migration of UCaaS/contact center services.

Key Responsibilities

• Perform discovery and assessment of existing UCaaS, Contact Center, and Voice environments.

• Analyze current telephony, contact center, call routing, IVR, queues, agents, extensions, numbers, and related configurations.

• Work extensively with Genesys to review and document existing configurations and identify migration requirements.

• Gather and validate technical information from existing systems, applications, users, devices, and integrations.

• Document current-state and future-state environments.

• Identify dependencies, gaps, risks, and migration requirements.

• Support migration planning, data validation, testing, and implementation activities.

• Coordinate with technical teams, business stakeholders, telecom teams, and vendors during discovery and migration.

• Create and maintain detailed discovery documentation, inventories, configuration details, and migration trackers.

• Assist with troubleshooting and validation during migration activities.

• Ensure accurate documentation of Genesys configurations, call flows, queues, routing, IVR, users, agents, and integrations.

Required Skills & Qualifications

• Strong hands-on experience with Genesys is mandatory.

• Strong understanding of Genesys Cloud / Genesys contact center environments.

• Experience with UCaaS, CCaaS, VoIP, telephony, and enterprise communication platforms.

• Experience performing technical discovery and migration assessments.

• Strong understanding of call routing, IVR, queues, extensions, DIDs, agents, and contact center workflows.

• Experience documenting existing environments and creating migration plans.

• Strong analytical and troubleshooting skills.

• Excellent communication and documentation skills.

• Ability to work with technical and business teams to gather and validate requirements.

Preferred Skills

• Experience with Genesys Cloud CX.

• Experience with UCaaS/CCaaS migrations.

• Knowledge of SIP, VoIP, Clients, PSTN, and telephony integrations.

• Experience with Microsoft Teams, Zoom Phone, RingCentral, or other UCaaS platforms.

• Experience with data analysis, Excel, Visio, or similar documentation tools.

• Experience supporting large enterprise voice/contact center environments.

Candidate Requirement

Candidates must have strong hands-on Genesys experience. Candidates without significant Genesys experience will not be considered.