Role: Business Analyst (Contact Center, IVR) Duration: Long Term Contract 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, and retrospectives. 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. 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. 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. ~ Banking Domain Knowledge: deep understanding of retail and commercial banking contact center operations. ~ Familiarity with regulatory, security, and compliance standards in banking. ~ Agile/Safe delivery experience. ~ Tools: JIRA, Confluence, Azure DevOps, Visio. ~ Robust data analysis and reporting skills. Exposure to GenAI, conversational AI, chatbots, and voice analytics.

📌 Business Analyst (Contact Center, IVR) (Toronto)
🏢 apptoza
📍 Toronto