Questrade Financial Group (QFG) provides securities, investment portfolios, mortgages, real estate services, and more, using cutting-edge technology.

Benefits at QFG

- Health & wellbeing resources and programs
- Paid vacation, personal, and sick days for work-life balance
- Competitive compensation and benefits packages
- Work-life balance in a hybrid environment with at least 3 days in office
- Career growth and development opportunities
- Opportunities to contribute to community causes
- Work with diverse team members in an inclusive and collaborative environment

Responsibilities

- Configuring and supporting the Genesys Cloud contact center platform, including routing, reporting, and administration, to ensure reliable and optimized operations across the team.
- Partnering with technical teams on the implementation and optimization of AI‑powered support and agent tools, helping to unlock smarter, more efficient customer interactions.
- Eliciting, capturing, and documenting detailed business and functional requirements from stakeholders across the organization, ensuring alignment between business goals and technology deliverables.
- Creating and maintaining clear process flows, user stories, and workflow documentation that give engineering teams everything they need to build with precision and confidence.
- Facilitating requirements workshops and stakeholder interviews, leading structured sessions that surface the right insights and drive consensus on priorities and outcomes.
- Translating business requirements into technical specifications for engineering teams, serving as the interpretive layer between what stakeholders want and what developers build.
- Assisting with sprint planning, backlog grooming,



and delivery coordination alongside engineers, helping the team stay organized, focused, and on track throughout each sprint cycle.
- Identifying gaps between current and future state processes and recommending practical, scalable solutions that move the business forward without unnecessary complexity.
- Supporting user acceptance testing (UAT) and validation of delivered features, ensuring that every release meets the original business intent before it reaches production.
- Maintaining living documentation and ensuring full traceability from requirements through to delivery, keeping a explicit and current record of decisions, changes, and outcomes.

Qualifications

- Hold a post‑secondary degree or diploma in Business, Computer Science, Information Systems, or a related field — or bring equivalent hands‑on experience that speaks for itself.
- Bring 2–3 years of experience as a Business Analyst, ideally within a technology or financial services environment where the pace is fast and the stakes are high.
- Have hands‑on experience with Genesys Cloud — whether in administration, routing configuration, reporting, or platform optimization — and know your way around its core capabilities.




- Are familiar with AI‑driven contact center or agent assist platforms and understand how these tools are transforming modern customer support operations.
- Possess strong knowledge of contact center technology, operations, and terminology — you speak the language and understand the environment inside and out.
- Have demonstrated ability to capture, document, and manage both business and functional requirements with precision, structure, and stakeholder alignment.
- Are skilled at creating process flows, swim lane diagrams, user stories, and use cases that clearly communicate complex workflows to diverse audiences.
- Can confidently support engineering teams with planning artifacts, acceptance criteria, and sprint ceremonies, keeping delivery on track and the team well‑informed.
- Communicate with clarity and impact — both in writing and in conversation — bridging the gap between business stakeholders and technical teams with ease.
- Are experienced working in Agile/Scrum delivery environments and thrive in iterative, collaborative settings where priorities evolve and teamwork drives results.
- Are proficient with tools like Confluence, JIRA, Miro, Visio, or equivalent platforms that support documentation, planning, and cross‑team collaboration.

Compensation

- Base salary range: $60,000 - $70,000
- The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full‑Time Permanent roles.

Equal Opportunity & Accommodation

If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.

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📌 Business Systems Analyst (Toronto)
🏢 Questrade Financial Group
📍 Toronto