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.
- Robust 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.

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