Business Systems Analyst (BSA) - Contact Center, CRM, AI
Temporary
Astra North Infoteck Inc.
Job Title: Business Systems Analyst (BSA) – Contact Center, CRM, AI
Location: Toronto, ON
Work Style: Hybrid (4 days WFO)
Primary Skills
Business Analysis | Contact Center Technology | CRM Integration | IVR / Voice Platforms | Digital Channels | API Integration | GenAI Enhancements
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
1. 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
2. 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
3. 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
4. Risk, Compliance & Controls (Banking)
5. 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
Vacancy posted 24 days ago
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