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 / Secure delivery experience.

Tools: JIRA Confluence Azure Dev

Ops 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

📌 Business Systems Analyst - Contact Center (Toronto)
🏢 Astra North Infoteck
📍 Toronto