Business Systems Analyst - Omnichannel ContactCenter Platforms
Astra North Infoteck Inc.
Business Systems Analyst – Omnichannel ContactCenter Platforms
Toronto, ON
Hybrid (4 Days WFO)
Role Description:
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 with architects and vendors on platform capabilities, configuration, and upgrades
Support contact center transformation initiatives including cloud migration and legacy modernization
Delivery / Agile Execution:
Participate in Agile/Scrum ceremonies (backlog grooming, sprint planning, demos, retrospectives)
Break down requirements into epics, features, and user stories with acceptance criteria
Support SIT, UAT, and production readiness activities, including defect triage and requirement clarification
Risk, Compliance & Controls (Banking):
Ensure compliance with banking regulatory requirements, data privacy, security, and risk policies
Support audit, access control, data residency, and SOX documentation
Identify risks and dependencies and coordinate mitigation with stakeholders
Stakeholder & Vendor Management:
Act as single point of contact for business stakeholders for assigned capabilities
Coordinate with vendor teams, offshore teams, and enterprise platforms
Support executive communication through structured reports, 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 and customer engagement platforms
Omnichannel contact center solutions (voice, digital)
CRM and case management integrations
API-based integrations (REST)
Requirements gathering, process modeling, and documentation
Banking Domain:
Strong understanding of retail/commercial banking contact center operations
Knowledge of regulatory, security, and compliance standards in banking
Experience in large enterprise delivery environments
Delivery Tools:
Agile / SAFe delivery experience
JIRA, Confluence, Azure DevOps, Visio
Strong data analysis and reporting skills
Nice to Have:
Cloud contact center platforms (Genesys, NICE, Five9, Amazon Connect)
GenAI, conversational AI, chatbots, voice analytics exposure
Contact center analytics, KPIs, workforce optimization
Experience in Canadian banks or Tier-1 BFSI clients
$87.8k - $116.75k per year
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$65k - $115k per year
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