Title: BSA – Contact Center Technology
Location: Toronto - Hybrid (4 Days WFO)
Duration: 6-12 months
Pay Range: C$52 INC
Primary Skills -BSA will support initiatives spanning contact center modernization, CRM integrations, IVR/voice, digital channels, analytics, and GenAI-led enhancements.
Role Descriptions: 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 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.
- Break down requirements into epics, features, and user stories with acceptance criteria.
- 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.
- Stakeholder Vendor Management
- 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.
Required Skills & Qualifications- Core 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 Knowledge
- Deep 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 experience
- Tools: JIRA, Confluence, Azure DevOps, Visio
- Strong 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 analytics
- Experience with contact center analytics, KPIs, and workforce optimization
- Prior experience in large Canadian banks or Tier-1 BFSI clients