Business Systems Analysis - IVR

Role - Business Systems Analysis -IVR
Location - Toronto, ON
Role Descriptions: Key Responsibilities 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 o Voice (IVR| ACD| call routing)o Digital channels (Chat| Email| SMS| Social| Bots)o CRM and Case Management integrations Work closely with architects and vendors on platform capabilities| configuration| and upgrades .Support contact center transformations| including cloud migration and legacy modernization .Delivery Agile Execution Participate in Agile Scrum ceremonies backlog grooming| sprint planning| demos| and retrospectives .Break down requirements into epics| features| and user stories with acceptance criteria .Support SIT| UAT| and production readiness activities triage defects and clarify requirements .Risk| Compliance Controls (Banking)Ensure solutions comply with banking regulatory requirements| data privacy| security| and risk policies .Support audit| access control| data residency| and SOX regulatory documentation. Identify risks and dependencies early and work with stakeholders to mitigate them .Stakeholder Vendor Management Act as a single point of contact for business stakeholders for assigned capabilities .Coordinate with vendor teams| offshore delivery teams| and enterprise platforms. Support executive-level communication through structured decks| summaries| and readouts .Required Skills Qualifications Core Skills8 years of experience as a Business Systems Analyst in BFSI Strong experience in Digital Contact Center Customer Engagement platforms Hands-on experience with o Omnichannel contact center solutions (voice digital)o CRM Case Management integration so API-based integrations (REST)Expertise in requirements gathering| process modeling| and documentation Banking Domain Knowledge Deep understanding of retail commercial banking contact center operations Familiarity with regulatory| security| and compliance standards in banking Experience working in large enterprise delivery environments Delivery Tools Agile SAFe delivery experience Tools JIRA| Confluence| Azure DevOps| Visio Strong data analysis and reporting skills Nice-to-Have Skills Cloud Contact Center platforms (Genesys| NICE| Five9| Amazon Connect| etc.)Exposure to Gen AI| conversational AI| chatbots| and voice analytics Experience with contact center analytics| KPIs| and workforce optimization Prior experience in large Canadian banks or Tier-1 BFSI clients