Title: Business System Analyst Location: Toronto, ON - Hybrid (4 Days WFO) Duration: 06-12 months Job Description: We are seeking a skilled Business Systems Analyst to join our team in a dynamic workplace.

This role involves collaborating with various stakeholders to understand and translate business needs into system requirements, focusing on digital contact center technology and agile execution.

Required Skills & Qualifications 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 and digital).

Expertise in requirements gathering, process modeling, and documentation.

Prior work experience in large Canadian banks or Tier-1 BFSI clients.





Preferred Skills & Qualifications Experience with Cloud Contact Center platforms (Genesys, NICE, Five9, Amazon Connect, etc.).

Exposure to GenAI, conversational AI, chatbots, and voice analytics.

Experience with contact center analytics, KPIs, and workforce optimization.

Day-to-Day Responsibilities Collaborate with Contact Center Operations, Product Owners, CX, Compliance, and Technology teams.

Perform impact analysis across contact center platforms, downstream systems, and integrations.

Participate in Agile/Scrum ceremonies including backlog grooming, sprint planning, demos, and retrospectives.

📌 Hiring for Business System Analyst! (Toronto)
🏢 Artech
📍 Toronto