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 (Winnipeg)
🏢 Miratech Group
📍 Winnipeg