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 / SAFe delivery experience.

Tools:

JIRA

Confluence

Azure DevOps

Visio

Robust 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.

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📌 Business Systems Analyst - Contact Center (Ontario)
🏢 Astra-North Infoteck Inc. ~ Conquering today’s challenges, achieving tomorrow’s vision!
📍 Ontario