Business Systems Analyst

Description & Requirements

About Maximus

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people's lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

Maximus Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Department Summary

The Contact Centre as a Service ( CCaaS ) department within Customer Experience and Solution Operations at Maximus Canada is dedicated to delivering modern, cloud-based contact center solutions for government and public sector clients. Leveraging platforms such as Genesys Cloud CX, the department provides secure, scalable, and omnichannel citizen engagement-including voice, chat, email, SMS, and video-through a unified interface. The CCaaS team drives operational excellence by integrating advanced technologies like AI, automation, and analytics, ensuring continuous improvement, compliance, and high service quality. The department collaborates closely with IT, service delivery, and business intelligence teams to architect solutions that meet evolving client needs, optimize performance, and support digital transformation initiatives.

Position Summary

The Business Systems Analyst at Maximus Canada acts as a strategic bridge between business needs and advanced technology solutions, leveraging artificial intelligence (AI), automation, and data analytics to drive operational excellence and digital transformation. This role ensures that technology investments directly support Maximus Canada's business objectives , improve productivity, and enhance overall performance across omni-channel platforms such as Genesys Cloud CX.

Your typical week at Maximus (what the duties entail) :

Technology Alignment & Business Value

• Ensure all technology solutions-including AI-powered features-meet Maximus Canada's business objectives , drive measurable productivity gains, and enhance contact center performance.
• Conduct strategic analysis of the contact center, identifying opportunities for automation and AI solutions that improve customer experience and operational efficiency.

Requirements & Solution Design

CCaaS AI Integration & Implementation

Validation & Testing

Stakeholder Management & Change Adoption

Governance, Documentation & Training

Performance Monitoring & Collaboration

What you offer us

Knowledge Skills and Abilities

Education and Experience

Other

What we offer you

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide . Maximus Canada offers the following :

Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations and gender identities recognizing that this is paramount for the growth and success of our organization.

Salary Range - $ 72,972 to $90,702 annually

Maximus Global Core Values

We will be accepting applications until the position is filled.

Please note that while all applications are appreciated, only those candidates selected for an interview will be contacted . (No Agencies , Please)

Works with business analysts and reviews / recommends options for systems solutions individually, or as part of team, including assisting users in identifying information requirements, collecting data and interviewing users regarding business / information needs, analyzing system requirements including hardware and software, assessing possible integration with or use of existing systems, investigating alternative solutions to meet requirements, evaluating costs and benefits of each solution and making recommendations

EEO Statement

Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.