Business Systems Analyst (Contact Center)

Business Systems Analyst (Contact Center)

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
• Collaborate with business stakeholders to elicit, analyze, and document requirements
• Conduct workshops and meetings to understand business processes and needs
• Translate business requirements into functional and technical specifications
Documentation & Communication
• Create and maintain detailed documentation in Confluence
• Prepare business requirement documents (BRDs), functional specs, and user stories
• Develop data mapping sheets for system integrations and transformations
• Clearly communicate requirements to development, QA, and other teams
API & Data Design
• Design and define API specifications (RESTful services, endpoints, payloads)
• Develop and maintain JSON schemas for data exchange
• Ensure consistency and reusability in data structures and schema design
Integration & Event Design
• Define event specifications for event-driven architectures
• Support integration initiatives across systems using APIs and messaging frameworks
• Work closely with architects and developers to ensure scalable integration design
Testing & Validation
• Create and manage Postman collections for API testing
• Support system integration testing (SIT) and user acceptance testing (UAT)
• Validate that delivered solutions meet business requirements and quality standards
Stakeholder Management
• Act as a bridge between business and technical teams
• Engage with multiple stakeholders to ensure alignment and clarity
• Provide regular updates and handle feedback and change requests
Continuous Improvement
• Identify opportunities for process improvements and optimization
• Ensure adherence to best practices in API and data design
• Contribute to documentation standards and knowledge sharing

Required qualifications to be successful in this role
1.    Schema design experience 
2.    API Spec design
3.    JSON schema creation
4.    Event Spec 
5.    Postman collections
6.    He has 10+ years of BSA experience
7.    Strong experience in capturing requirements in confluence, designing mapping sheets, articulating requirements to projects teams and working with multiple business stakeholders.

"CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level, geographic market, experience and training, and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $80,000–$130,000. This role is an existing vacancy."

#LI-GS!

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI, we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer, being able to perform your best during the recruitment process is important to us. If you require an accommodation, please inform your recruiter.

To learn more about accessibility at CGI, contact us via email . Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our team—one of the largest IT and business consulting services firms in the world.