Position: Business Systems Analyst (Digital Contact Center) Location: Toronto, ON (Hybrid – 4 Days WFO) Duration: 12 Months Rate: 55/hr

Role Descriptio

n We are seeking an experienced Business Systems Analyst with strong Banking and Digital Contact Center expertise to support customer engagement and contact center transformation initiatives. The ideal candidate will work closely with business stakeholders, technology teams, and vendors to deliver scalable omnichannel contact center solutions within a regulated banking environmen

t. Key Responsibilit iesBusiness Systems Analy sisCollaborate with Contact Center Operations, Product Owners, Customer Experience (CX), Compliance, and Technology teams to understand business needs and translate them into system requiremen ts.Elicit, analyze, document, and manage business, functional, and non-functional requirements (BRDs, FRDs, User Storie s).Perform impact analysis across contact center platforms, downstream systems, and integratio ns.Digital Contact Center Technol ogySupport requirements gathering and solution design across omnichannel contact center platforms, includi ng:Voice technologies (IVR, ACD, Call Routi ng)Digital channels (Chat, Email, SMS, Social Media, Bo ts)CRM and Case Management integrati onsWork closely with architects and vendors on platform capabilities, configurations, and upgrad es.Support contact center transformation initiatives, including cloud migration and legacy modernization progra

ms. Agile Delivery & Execu tionParticipate in Agile/Scrum ceremonies, including backlog grooming, sprint planning, demos, and retrospecti ves.Break down requirements into epics, features, and user stories with clear acceptance crite ria.Support SIT, UAT, and production readiness activit ies.Triage defects and provide requirement clarifications to delivery te

ams. Risk, Compliance & Con trolsEnsure solutions comply with banking regulatory requirements, data privacy standards, security policies, and risk framew orks.Support audit activities, access controls, data residency requirements, and SOX compliance documenta tion.Identify risks and dependencies early and work with stakeholders to develop mitigation strate

gies. Stakeholder & Vendor Mana gementAct as the primary point of contact for business stakeholders for assigned capabil ities.Coordinate with vendor partners, offshore delivery teams, and enterprise platform teams.Support executive-level communications through presentations, status reports, summaries, and rea

douts. Required Skills & Qualifi

cations 8+ years of experience as a Business Systems Analyst within Banking, Financial Services, or Insurance (BFSI).Strong experience with Digital Contact Center and Customer Engagement pl atforms.Hands-on experien ce with:Omnichannel Contact Center Solutions (Voice & Digital)CRM and Case Management Inte grationsAPI-based Integrations (RE ST APIs)Expertise in requirements gathering, process modeling, analysis, and docume ntation.Banking Domain K nowledgeDeep understanding of Retail and Commercial Banking contact center ope rations.Familiarity with banking regulatory, security, risk, and compliance st andards.Experience working within large enterprise delivery envir

onments. Tools & Meth odologiesAgile and SAFe delivery ex perience.Strong proficie ncy with:JIRAC onfluenceAzu re De vOpsVisioStrong data analysis, reporting, and problem-solvin

g skills. Nice-to-H ave SkillsExperience with Cloud Contact Center platform s such as:Genesys NICE CXoneFive9Amaz on ConnectEx posure to:Generative AI (GenAI)Convers ational AIChatbotsVoice

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