Business Systems Analysis- IVR, Omnichannel, CRM, retail, Azure DevOps
Long Term contract
Toronto, ON – Hybrid
Key Responsibilities:
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 integrationsWork closely with architects and vendors on platform capabilities| configuration| and upgrades.Support contact center transformations| including cloud migration and legacy modernization.Delivery Agile ExecutionParticipate in Agile Scrum ceremonies backlog grooming| sprint planning| demos| and retrospectives.Break down requirements into epics| features| and user stories with acceptance criteria. Support SIT| UAT| and production readiness activities triage defects and clarify requirement.
Required Skills:
- 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, API-based integrations (REST).
- Expertise in requirements gathering| process modeling| and documentation
- Banking Domain KnowledgeDeep understanding of retail commercial banking contact center operations Familiarity with regulatory| security| and compliance standards in banking
- Experience working in large enterprise delivery environments Delivery Tools Agile SAFe delivery experienceTools JIRA| Confluence| Azure DevOps| VisioStrong data analysis and reporting skills
- Nice-to-Have Skills Cloud Contact Center platforms (Genesys| NICE| Five9| Amazon Connect| etc.)Exposure to GenAI| conversational AI| chatbots| and voice analyticsExperience with contact center analytics| KPIs| and workforce optimization
- Prior experience in large Canadian banks or Tier-1 BFSI clients
Pay: $45.00-$50.00 per hour
Work Location: Hybrid remote in Toronto, ON (Toronto District)
