Business System Analyst- Contact Centre | Hybrid Location: Toronto, ON

Work Arrangement: Hybrid – 2–3 days per week onsite

Program: Contact Centre Transformation

Duration : 12 Months ext

About the Role

We are looking for an experienced Business Analyst to support Contact Centre modernization and Agentic AI initiatives within a large-scale transformation program.

The successful candidate will translate business, customer experience (CX), and operational needs into clear requirements, customer journeys, and prioritized use cases across CCaaS platforms. This role will work closely with business stakeholders, Product Owners, Solution Architects, AI teams, developers, and delivery teams to enable measurable improvements to both customer and agent experiences.

Key Responsibilities

- 5+ years of Business Analyst experience, preferably within Contact Centre, technology transformation, or digital programs.
- Hands-on project experience with Amazon Connect is required.
- Strong understanding of Amazon Connect capabilities, including Contact Flows, queues, routing profiles, IVR, agent workflows, omnichannel interactions, and customer journeys.
- Experience gathering and translating business requirements specifically for Amazon Connect implementations, migrations, enhancements, or modernization programs.
- Experience supporting Contact Centre / CCaaS transformation initiatives from requirements and discovery through implementation and UAT.
- Strong experience developing business requirements, functional requirements, user stories, acceptance criteria, process flows, journey maps, and use cases.




- Experience mapping current-state and future-state customer and agent journeys across voice, chat, IVR, self-service, and digital channels.
- Solid understanding of Contact Centre operations, including IVR, routing, queues, agent experience, self-service, and omnichannel journeys.
- Experience working closely with Product Owners, Solution Architects, Amazon Connect Engineers, developers, QA teams, and business stakeholders.
- Strong experience with Agile delivery, backlog management, requirements prioritization, and UAT.
- Strong stakeholder-management, facilitation, documentation, and communication skills.

Preferred Experience

- Experience with Agentic AI, Generative AI, Conversational AI, or intelligent automation within Contact Centre environments.
- Experience defining business requirements/use cases involving Amazon Lex, Amazon Bedrock, Amazon Q in Connect, virtual agents, agent assist, intelligent routing, summarization, or next-best-action.
- Experience identifying and prioritizing AI use cases based on business value, CX impact, feasibility, risk, and measurable outcomes.
- Experience with legacy-to-Amazon Connect migrations involving platforms such as Genesys, Cisco, Avaya, NICE, or Five9.
- Experience integrating Amazon Connect with CRM/customer-service platforms such as Salesforce or ServiceNow.
- Experience within banking or financial services.

Key Skills

Business Analysis | Amazon Connect | Contact Centre Transformation | CCaaS | Contact Flows | IVR | Routing | Queues | Customer Journey Mapping | Agent Experience | Agentic AI | Conversational AI | Amazon Lex | Amazon Bedrock | Amazon Q in Connect | Requirements Gathering | User Stories | UAT | Agile | CX

📌 Business System Analyst| Hybrid (Ontario)
🏢 Artech
📍 Ontario