Job Description
Insight Global is seeking a BSA o support contact centre technology initiatives for a leading Canadian financial institution.

The successful candidate will work closely with business and technology teams to gather requirements, support system integrations, and deliver enhancements across CCaaS platforms, CRM solutions, AI-powered customer service tools, and contact centre applications.

Key Responsibilities
-Gather, analyze, and document business and system requirements.
-Collaborate with stakeholders to design and implement contact centre technology solutions.
-Support integrations between CCaaS platforms, CRM systems, and enterprise applications.
-Document data mappings, API requirements, and process flows.
-Partner with Agile teams throughout project delivery, testing, and implementation.
-Act as a subject matter expert for contact centre technology initiatives.

Skills and Requirements
5+ years of Business Systems Analyst experience.

Experience with contact centre technologies (Genesys, Amazon Connect, NICE, Five9, etc.).

Genesys is preferred.

Strong understanding of APIs, data mapping, and system integrations.

Experience with CRM platforms and digital customer engagement tools.





Agile project delivery experience.

Robust communication and stakeholder management skills.
e to Have
Banking or financial services experience.

Exposure to AI-powered contact centre solutions and workflow automation.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal employment opportunity/affirmative action employer that believes everyone matters.

Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].

📌 BSA (CCaaS) (Toronto)
🏢 Insight Global
📍 Toronto