Senior Business Analyst - Customer Contact Center Join to apply for the Senior Business Analyst - Customer Contact Center role at Intact Senior Business Analyst - Customer Contact Center Join to apply for the Senior Business Analyst - Customer Contact Center role at Intact Together, we help people, businesses, and society prosper in good times and be resilient in bad times. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us. We're looking for a Senior Business Analyst - Customer Contact Center to join our growing team!

The role involves analyzing, planning, and improving telephony and contact center systems. Responsible for understanding business needs, developing solutions, and coordinating with technical teams to implement advanced telephony and contact center technologies. The goal is to enhance customer experience and optimize operations.

Participate in planning, monitoring, and implementing projects, ensuring compliance with deadlines and budgets. Develop technical solutions with IT teams to meet business needs and improve efficiency. Analyze processes and identify improvements to increase productivity and satisfaction.

Contribute to user training and change management for new technologies. Work with development teams to translate business requirements into technical specifications. Evaluate performance of solutions and recommend improvements.

Establish relationships with stakeholders and communicate project progress. Provide analysis and reporting to support decision-making. Identify best practices and propose process improvements.



Minimum 5 years as an IT business analyst, with expertise in telephony and contact centers.

Bachelor's degree in computer science, business management, or related field. NICE CXOne, Cisco Finesse, Genesys, Microsoft Teams), and network protocols. Ability to analyze complex data and produce clear reports.

Experience in project management using agile and/or traditional methods.

Certifications in project management (PMP, Scrum) or business analysis (CBAP).

Experience with CRM and speech analytics tools. No Canadian work experience required, but must have authorization to work in Canada. Bilingual in French and English for regular interaction across the country.

Our hybrid work model balances remote and in-person work. As a permanent team member, you can expect: Extensive benefits including virtual healthcare Versatile work arrangements An annual wellness account A learning ecosystem with courses and programs Employee-led networks promoting diversity and inclusion A Community Impact program to contribute to your community We value diversity and strive for an accessible workplace. Applications from equity-deserving groups are encouraged, including women, Indigenous peoples, persons with disabilities, Black people, and 2SLGBTQI+ community members.

We acknowledge the traditional lands of First Nations, Métis, and Inuit peoples and commit to reconciliation. Internal applicants should apply via the Internal Career Site. Mid-Senior level Full-time Strategy/Planning, Consulting, and Product Management Insurance, Financial Services, and Software Development Sign in to set job alerts for “Senior Business Analyst” roles.

📌 Senior Business Analyst - Customer Contact Center (Montreal)
🏢 Intact
📍 Montreal