Business Systems Analyst - Contact Center
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.