Business Systems Analyst (BSA) ? Contact Center, CRM, AI

apartmentAstra North Infoteck Inc. placeToronto calendar_month5/23/26

Job Title: Business Systems Analyst (BSA) ? Contact Center, CRM, AI
Location: Toronto, ON

Work Style: Hybrid (4 days WFO)

Primary Skills

Job Overview

Client is seeking an experienced Business Systems Analyst (BSA) to support initiatives across Contact Center modernization, CRM integrations, omnichannel platforms, analytics, and GenAI-driven enhancements. The role involves bridging business and technology teams to deliver scalable, secure, and customer-centric contact center solutions.

Role Description ? Key Responsibilities

Business Systems Analysis

Collaborate with Contact Center Operations, Product Owners, CX, Compliance, and Technology teams
Elicit, analyze, document, and manage business, functional, and non-functional requirements (BRD, FRD, user stories)
Perform impact analysis across contact center platforms and integrated systems

Digital Contact Center Technology

Support omnichannel contact center solutions including:
Voice (IVR, ACD, call routing)
Digital channels (Chat, Email, SMS, Social, Bots)
Work on CRM and Case Management integrations
Support platform configuration, upgrades, and vendor coordination
Assist in cloud migration and legacy modernization initiatives

Agile Delivery Execution

Participate in Agile/Scrum ceremonies (sprint planning, grooming, demos, retrospectives)
Translate requirements into epics, features, and user stories with acceptance criteria
Support SIT, UAT, and production readiness activities
Perform defect triage and requirement clarification

Risk, Compliance & Controls (Banking)
Stakeholder & Vendor Management

Required Skills & Qualifications

Core Experience

8+ years as a Business Systems Analyst (BSA) in BFSI domain
Strong experience in Digital Contact Center / Customer Engagement platforms
Hands-on experience with:
Omnichannel contact center solutions (voice + digital)
CRM & case management integration
API-based integrations (REST)
Strong expertise in requirements gathering, process modeling, and documentation

Banking Domain Knowledge

Strong understanding of retail/commercial banking contact center operations
Familiarity with regulatory, security, and compliance standards
Experience in large enterprise environments

Tools & Methodologies

Agile / SAFe delivery experience
Tools: JIRA, Confluence, Azure DevOps, Visio
Strong data analysis and reporting skills

Nice to Have

Experience with contact center platforms: Genesys, NICE, Five9, Amazon Connect
Exposure to GenAI, conversational AI, chatbots, voice analytics
Contact center KPIs and workforce optimization
Experience in Tier-1 Canadian banks or BFSI organizations

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