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.
Required Skills:
Sailpoint
Employment Type : Full Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 10 - 10