Role: Business Analyst (Contact Center, IVR)

Location: Toronto, ON

Duration: Long Term Contract

Job Description:

- 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, and retrospectives.
- Break down requirements into epics, features, and 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

- 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 and commercial banking contact center operations.
- Familiarity with regulatory, security, and compliance standards in banking.
- Experience working in large enterprise delivery environments.
- Agile/Secure 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, etc.).
- Exposure to GenAI, conversational AI, chatbots, and voice analytics.
- Experience with contact center analytics, KPIs, and workforce optimization.
- Prior experience in large Canadian banks or Tier‑1 BFSI clients.

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📌 Business Analyst (Contact Center, IVR) (Toronto)
🏢 apptoza
📍 Toronto