Business Systems Analyst Omnichannel ContactCenter Platforms
Toronto ON
Hybrid (4 Days WFO)
Role Description:
Business Systems Analysis:
Collaborate with Contact Center Operations Product Owners CX Compliance and Technology teams to understand business needs and translate them into system requirements
Elicit analyze document and manage business functional and non-functional requirements (BRD FRD user stories)
Perform impact analysis across contact center platforms downstream systems and integrations
Digital Contact Center Technology:
Support requirements and solution design across omnichannel contact center platforms including:
Voice (IVR ACD call routing)
Digital channels (Chat Email SMS Social Bots)
CRM and Case Management integrations
Work with architects and vendors on platform capabilities configuration and upgrades
Support contact center transformation initiatives including cloud migration and legacy modernization
Delivery / Agile Execution:
Participate in Agile/Scrum ceremonies (backlog grooming sprint planning demos retrospectives)
Break down requirements into epics features and user stories with acceptance criteria
Support SIT UAT and production readiness activities including defect triage and requirement clarification
Risk Compliance & Controls (Banking):
Ensure compliance with banking regulatory requirements data privacy security and risk policies
Support audit access control data residency and SOX documentation
Identify risks and dependencies and coordinate mitigation with stakeholders
Stakeholder & Vendor Management:
Act as single point of contact for business stakeholders for assigned capabilities
Coordinate with vendor teams offshore teams and enterprise platforms
Support executive communication through structured reports decks summaries and readouts
Required Skills / Qualifications:
Core Skills:
8 years of experience as a Business Systems Analyst in BFSI
Strong experience in digital contact center and customer engagement platforms
Omnichannel contact center solutions (voice digital)
CRM and case management integrations
API-based integrations (REST)
Requirements gathering process modeling and documentation
Banking Domain:
Strong understanding of retail/commercial banking contact center operations
Knowledge of regulatory security and compliance standards in banking
Experience in large enterprise delivery environments
Delivery Tools:
Agile / SAFe delivery experience
JIRA Confluence Azure DevOps Visio
Strong data analysis and reporting skills
Nice to Have:
Cloud contact center platforms (Genesys NICE Five9 Amazon Connect)
GenAI conversational AI chatbots voice analytics exposure
Contact center analytics KPIs workforce optimization
Experience in Canadian banks or Tier-1 BFSI clients
Required Skills:
Top 3 Required Skills: 1. IBM Financial transaction 2. Payment flow 3. Support Modernization Detailed Job Description: Design develop and maintain applications built on IBM Financial Transaction Manager (FTM) to support core payments processing. Contribute to the development of payment flows supporting transaction processing. Build and support integrations between FTM and upstream/downstream systems using enterprise integration patterns. Participate in the design development testing deployment and production support. Troubleshoot and resolve application and integration issues in a complex regulated environment. Collaborate with architecture QA and operations teams to ensure platform stability scalability and performance. Support modernization initiatives and enhancements to existing payment hub capabilities. Produce clear technical documentation and participate in code reviews and knowledge sharing.
Employment Type : Full Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 10 - 10