Business Analyst (Contact Center, IVR)

Role: Business Analyst (Contact Center, IVR) Location: Toronto, ON Duration: Long Term Contract Job Description: Key ResponsibilitiesBusiness Systems AnalysisCollaborate 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 TechnologySupport requirements and solution design across omnichannel contact center platforms| including oVoice (IVR| ACD| call routing)oDigital channels (Chat| Email| SMS| Social| Bots)oCRM 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 AgileScrum 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 ManagementAct 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 QualificationsCore Skills8 years of experience as a Business Systems Analyst in BFSIStrong experience in Digital Contact Center Customer Engagement platformsHands-on experience with oOmnichannel contact center solutions (voice digital)oCRM Case Management integrationsoAPI-based integrations (REST)Expertise in requirements gathering| process modeling| and documentationBanking Domain KnowledgeDeep understanding of retailcommercial banking contact center operationsFamiliarity with regulatory| security| and compliance standards in bankingExperience working in large enterprise delivery environmentsDelivery ToolsAgile SAFe delivery experienceTools JIRA| Confluence| Azure DevOps| VisioStrong data analysis and reporting skillsNice-to-Have SkillsCloud 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 optimizationPrior experience in large Canadian banks or Tier-1 BFSI clients

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