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
- ...enterprises to reimagine their businesses through intelligent, scalable... ...to leading cloud and AI platforms such as NVIDIA, Google Cloud,... ...of the Year awards. ~ Top analyst recognitions from Gartner, ISG... ...resourceful Senior Business Systems Analyst to support our enterprise...SuggestedContract work
$110k - $130k per year
...in the power of digital to transform businesses for the better. Our global consulting... ...are seeking an experienced Business Analyst / Business Systems Analyst to join the Shared Services &... ...initiatives across investor services platforms, with an emphasis on data management,...Suggested- ...within the development, and the impact on the business clien tProduce quality deliverables... ...:Proven BA experience supporting trading platforms, with deep knowledge of OMS/EMS... ...attributes, lineage, quality controls, inter-system dependencies, and interactions between trading...SuggestedLong term contract
- ...Business Analyst (Capital Markets) Location: Toronto, ON (Hybrid – 4 Days WFO) Client: TCS/RBC... ...an experienced Business Analyst (Systems Analyst) with strong Capital Markets domain... ...project milestones are achieved. Tools & Platforms JIRA Confluence SQL...SuggestedContract work
- ...Business Systems Analyst – Digital Insurance Platforms Location: Toronto, ON Work Style: Hybrid; 3 days in office Role Description Bridge business and technology to deliver customer-centric, accessible digital solutions within insurance platforms....SuggestedContract workWork at office
- ...Digital Service Standard, Ontario Design System, Service Design Playbook. Conducting... ...re-engineering/ lean concepts to promote business improvements through alternative, cost... ...tools such as Miro Title Business Analyst Description Technical · Lead and...Long term contractFixed term contract
- ...Position Name – Business Analyst / Content Lead Type of hiring – Fulltime Location – Toronto... ...publishing of digital content across platforms. Stakeholder Collaboration : Act as... ...Strong knowledge of content management systems (CMS) such as Drupal, WordPress, or SharePoint...Full time
- ...We are seeking an experienced Business Analyst to support a Finance and Treasury technology initiative focused on Intraday Liquidity Management... ...with technology teams and vendor partners to understand system workflows and implementation details. Convert complex business...
- ...Role: Business System Analyst Hybrid: 3 days a week in office Duration: 12 months Domain & techno-functional skills • Proven experience as a Business Analyst supporting trading platforms and workflows, with deep knowledge of OMS/EMS architecture, FIX protocol, market...Contract workWork at office3 days per week
$92k - $118k per year
...financial services. The Role Capco is seeking an experienced Business Analyst with deep expertise in cybersecurity, vulnerability management... ...working with AI-driven security tooling or automation platforms. Why Join Capco Deliver high-impact technology solutions...InternshipImmediate start$75 per hour
Our client is looking for a Business System Analyst to join a major system migration initiative, transitioning a Fixed Income trading platform from a legacy platform to a new trading platform. The contract is 6 months to start but the project spans multiple years. We are seeking...Contract workWork at office2 days per week3 days per week- ...Job Title: Business Analyst Location: Toronto – 3 days onsite/2 days remote (subject to HM’s discretion) Term: End Date : 10 months contract plus extension Must Haves: · 5+ years of experience in business analysis in large organizations · Ability to effectively...Contract workWork at officeRemote work
- ...Senior Business Analyst – Capital Markets Location: Toronto, ON (Hybrid – 2 days onsite per week... ...to support trading operations, system enhancements, vendor integrations, and production... ...and application support for trading platforms and related processes Collaborate with...Contract work2 days per week
$85k - $95k per year
...needs of Canada’s most dynamic business sectors. We have one of the... ...Business Intelligence & Pricing Analyst to join our Accounting Department... ...to the Senior Manager, System Reporting and Pricing. This position... ...g., Power BI, SQL, comparable platforms). ~ Experience working with...Permanent employmentFull timeCasual workWork at office- ...AML Business Systems Analyst (SQL) Location: Toronto, ON (Hybrid – 4 Days Onsite) Duration: 12 Months Role Summary Seeking... ...business needs into system requirements and supporting AML platforms. Key Responsibilities Gather and document AML...
$105k - $155k per year
Business Systems Analyst- Payments Modernization Position Description Are you motivated by the opportunity to lead transformative payment modernization... ...Modernization to drive the future of our enterprise payment platforms. This is your chance to replace legacy systems, spearhead...Full timeWork at office- ...Job Title: Business System Analyst (Capital Market, Repo & Collateral Management) Work Model: Hybrid (3 Days WFO) Tenure: 12 Months Experience Required: 8-10 Years Skills: * Business Analysis * MySQL * Capital Markets and Financial Services...Contract work
$45 per hour
...methodologies for project delivery. Process Mapping and Analysis - Understanding and mapping business processes to identify inefficiencies and opportunities for improvement. System Analysis - Ability to analyze existing systems and identify areas for improvement or new...Hourly payFull timeFixed term contract- ...Business Quality Analyst II Location: Hybrid - Kingston , Toronto Empire Life is looking to hire a Business Quality Analyst to join our PMO team! The total target compensation (TTC) range, including salary and target bonus, is $78,698- $125,350. This TTC range is applicable...Permanent employmentFull timeFixed term contractCasual workFlexible hours
- ...Job Title: Business Systems Analyst (BSA) - Payments Mandatory Keywords: Visa Debit, MasterCard Debit, FX Wire, MuleSoft API, Temenos Your Role in Supporting Our Members • Act as a key liaison between business stakeholders and technology teams • Translate...Contract workShift work
- ...Job Title: Business Systems Analyst (BSA) -Temonos 100% Remote Experience Required: 5+ Years Role Summary: We are seeking a highly skilled Business Systems Analyst (BSA) with deep expertise in Temenos T24 to operate at the intersection of financial product...Contract workRemote work
- ...Agile environment • Manage end-to-end requirements from elicitation through delivery • Gather requirements from multiple non-technical business and operations stakeholders • Create process maps (as-is and to-be) and gap analysis • Translate complex business processes and...Contract work
- ...Role: Business Systems Analyst (BSA) - Payments Location: Toronto, ON - Remote Role Mandatory Keywords: Visa Debit, MasterCard Debit, FX Wire, MuleSoft API and temenos Your Role in Supporting Our Members: As a Systems Analyst, you will act as a key...Full timeContract workWork at officeRemote workShift work
$44.7k - $67k per year
...Workplace Solutions Technology team works collaboratively with our business and IT partners developing and supporting technology... ...goals. We are looking for a self-motivated curious Business Systems Analyst who is looking to enhance their analytical skillsets in the Life...Full timeTemporary work- ...Job Title: Senior Business Systems Analyst – Payments Location: Toronto, ON Work Model: Hybrid (2 days/week onsite) Experience: 10+ Years Required Skills Strong Business Analysis experience including requirements gathering, stakeholder management...Contract work2 days per week
$115.67k - $160.65k per year
...Division & Section: Parks & Recreation, Business Transformation & Technology Work Location... ...Branch, the Senior Business and Systems Analyst position is an exciting opportunity to contribute... ...of digital screens, content management platform AppSpace, and integrated technologies...Full timeContract workTemporary workInternshipMonday to fridayShift work- ...Key Skills · Business Analysis · Functional Programming · Documentation Development · Jira/Confluence, Visio, APIs & integrations... ...· Perform gap analysis between current and future state systems · Collaborate with technical teams to design system solutions...
$65k - $115k per year
Business Systems Analyst Position Description This role is hybrid and requires you to be at our downtown Toronto and/or Client office at a minimum 2 days per week - subject to change at any time. Your future duties and responsibilities Requirements Gathering & Analysis...Work at office2 days per week- ...Job Title: TSBI / Business Systems Analyst (Data Warehouse & Data Modelling) Location: Toronto, ON – Hybrid (2 Days/Week Onsite) Experience... ...data integration initiatives across enterprise banking platforms. Must Have Skills Strong expertise in: PL/...Contract work2 days per week
$95k - $145k per year
Senior Business Systems Analyst (EMPT - US) Position Description This role is hybrid and requires you to be at our downtown Client office (Toronto) at a minimum 4 days per week - subject to change at any time. Your future duties and responsibilities 1. Required...Work at office
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to Business Systems Analyst - Omnichannel ContactCenter Platforms. Be the first to apply!
- business valuation Toronto, ON
- business sales Toronto, ON
- remote business Toronto, ON
- business marketing Toronto, ON
- pega business architect Toronto, ON
- business analysis Toronto, ON
- entry level business Toronto, ON
- sport business Toronto, ON
- summer business internship Toronto, ON
- business summer student Toronto, ON