Talent.com
Astra North Infoteck Inc.
Business Systems Analyst - Contact CenterAstra North Infoteck Inc. • Toronto, ON, ca
Business Systems Analyst - Contact Center

Business Systems Analyst - Contact Center

Astra North Infoteck Inc. • Toronto, ON, ca
18 days ago
Job type
  • Full-time
Job description
Job Description

Role: Business Systems Analyst - Contact Center

Work Location:
Toronto, ON - Hybrid (4 Days WFO)

Role Description:

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:
• Voice: IVR, ACD, Call Routing
• Digital Channels: Chat, Email, SMS, Social, Bots
• 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
• Retrospectives
• Break down requirements into:
• Epics
• Features
• 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 Skills:
• 8+ years of experience as a Business Systems Analyst in BFSI.
• Strong experience in Digital Contact Center Customer Engagement platforms.
• Hands-on experience with:
• Omnichannel contact center solutions (Voice & Digital)
• CRM / Case Management integrations
• 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

• Exposure to:
• GenAI
• Conversational AI
• Chatbots
• Voice Analytics

• Experience with contact center analytics, KPIs, and workforce optimization.
• Prior experience in large Canadian banks or Tier-1 BFSI clients.




Requirements
Sailpoint
Create a job alert for this search

Business Systems Analyst - Contact Center • Toronto, ON, ca

Similar jobs

Contract Senior Business Systems Analyst Role

Motion Recruitment Partners LLCToronto, ON, CA
Temporary

Take on an impactful role as a Senior Business Systems Analyst with a leading bank, available on a 6-month contract.Focus on data warehousing and credit process centralization.This position will in... Show more

 • Promoted

Senior Business Systems Analyst

ProcomToronto, ON, CA
Temporary

On behalf of our Banking client, Procom is searching for a Senior Business Systems Analyst for a 12-month role.This position is a hybrid position with 2 days onsite at our client’s Toronto office.T... Show more

 • Promoted

Strategic Systems & Business Applications Analyst

College of Massage Therapists of OntarioToronto, ON, CA
Full-time

A regulatory body in Toronto is seeking a Business Applications & Systems Analyst to enhance system performance and support core functions.The ideal candidate will have 7–9 years of experience in b... Show more

 • Promoted

Business Systems Analyst

PVH (Tommy Hilfiger/Calvin Klein)Toronto, ON, CA
Full-time

We’re looking for a talented Business Systems Analyst (BSA) team member who has experience in the e‑Transfer (bank‑to‑bank networks).This role is ideal for someone passionate about driving business... Show more

 • Promoted

Business Systems Analyst

Soroc TechnologyToronto, ON, CA
Full-time

The Business Systems Analyst will leverage 10 years of experience within Canadian banks across Payments, Fraud, or AML domains to lead requirements management for complex, high‑risk technology init... Show more

 • Promoted

Business System Analyst

HISH IT SERVICESToronto, ON, CA
Full-time

Job type: Contract(6 Months) - High possibility of Extention.The resources will primarily support analytical and operational initiatives, including rapid data builds, data pipeline development, and... Show more

 • Promoted

Business Systems Analyst FCC

Fidelity InternationalToronto, ON, CA
Full-time

Business Systems Analyst FCCApplylocations: Toronto Office: Vancouver Officetime type: Full timeposted on: Posted Todayjob requisition id: J68105# **Job Description****Current work author... Show more

 • Promoted

Business Analyst (Contact Center, IVR)

Apptoza Inc.Toronto, ON, CA
Full-time

Role: Business Analyst (Contact Center, IVR).Collaborate with Contact Center Operations, Product Owners, CX, Compliance, and Technology teams to understand business needs and translate them into sy... Show more

 • Promoted

Business Systems Analyst

710 Health SolutionsToronto, ON, CA
Full-time

As a Business Systems Analyst, you manage functional and non‑functional requirements, facilitate stakeholder sessions, and collaborate across technology teams to deliver solutions.You’ll oversee th... Show more

 • Promoted

IT Business Systems Analyst

Cpus Engineering Staffing Solutions Inc.Old Toronto, ON, CA
Full-time

We are currently requesting resumes for the following position.Pickering or Toronto (Hybrid, 3 days remote).Ontario Power Generation (OPG) is seeking an experienced candidate to join our IT Project... Show more

 • Promoted

Sr. Business Systems Analyst-1

TD BankToronto, ON, CA
Full-time

Business Systems Analyst-1Postulerremote type: Sur placelocations: Toronto, Ontariotime type: Temps pleinposted on: Publié aujourd'huitime left to apply: Date de fin : 3 juillet 2026 (Il ... Show more

 • Promoted

Lead Business Systems Analyst Mortgage Industry

Onico SolutionsRichmond Hill, York Region, CA
Full-time

Elevate your career as a Senior Business Systems Analyst focusing on Mortgage Loans Originations with a major financial player.This role supports a hybrid work environment.In this strategic role, y... Show more

 • Promoted

Business Systems Analyst

Interac Corp.Toronto, ON, CA
Full-time

Who We Are:Every transaction matters.At Interac, we protect both — driving trust, security, and inclusion, so our digital economy thrives.Founded in 1984, Interac connects Canadians through secure ... Show more

 • Promoted

Sr. Business Systems Analyst

OpenTextRichmond Hill, York Region, CA
Full-time

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture.As a member of our team, you will have the opp... Show more

 • Promoted

Business Systems Analyst

KyndrylToronto, ON, CA
Full-time

Our financial services client is seeking an experienced Business Systems Analyst (BSA) to conduct a current-state assessment of technology processes, tools, and controls related to system availabil... Show more

 • Promoted

Business Systems Analyst (BSA)

Aarorn Technologies IncToronto, ON, CA
Full-time

Job Title: Business Systems Analyst (BSA) – Data Engineering.Location: Toronto, ON (3x onsite a week).We are seeking an experienced Business Systems Analyst (BSA) with strong exposure to data engin... Show more

 • Promoted

Business Systems Analyst

Lysander Funds LimitedToronto, ON, CA
Full-time

Lysander Funds is an independent Investment Fund Manager headquartered in Toronto with regional offices in Montréal and Vancouver.We offer investment products to investment and mutual fund advisors... Show more

 • Promoted

Business System Analyst

Kumaran SystemsToronto, ON, CA
Full-time

Business Systems Analyst with strong knowledge of Wealth Management and Capital Markets operations, supporting the end-to-end trade lifecycle across equities, options, mutual funds, fixed income pr... Show more

 • Promoted

Business Systems Analyst

CapgeminiToronto, ON, CA
Full-time

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues... Show more

 • Promoted

Business Systems Analyst Ii - $69,500 - $119,500 A Year

CI FinancialEast York, Canada
Full-time

Collaborates with teams to gather, document, and manage business and technical requirements, ensuring alignment and smooth transitions. Show more