Define a contact centre operating model for cloud migration, using solid documentation and analysis skills in a hybrid Toronto work model. Support decisions spanning 39 lines of business.

Miratech is seeking a Service Transition Analyst, Contact Centre, to work alongside the Service Transition Lead on a major Canadian bank migration. You will interview legacy-platform operators, capture current-state practices, and draft processes, roles, capabilities, and service documentation. The model is being created rather than maintained.

Key Responsibilities:

- Conduct interviews and shadowing with operations teams
- Assemble baselines covering volumes, effort, tooling, and monitoring
- Draft processes, role descriptions, capability maps, and service documents
- Prepare workshop materials,



capture decisions, and co-facilitate sessions
- Convert session outputs into draft artifacts within days

Requirements:

- Seven or more years as a business or service analyst
- Contact centre or technology operations domain experience
- Experience documenting operational procedures teams use
- Ability to interview staff and reveal actual work practices
- Strong analytical judgment and attention to detail

Bring operating-model analysis, operational interviewing, and documentation discipline to Miratech’s Toronto-based contact centre transformation work.

📌 Contact Centre Operating Model Analyst (Toronto)
🏢 Miratech Group
📍 Toronto