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Added 1 hour ago
C
New Analyst Program
Clarity
Vancouver, BC
- $65,000 to $85,000 CAD / year
- Full-time
We're looking for exceptional new graduates and early career professionals to join Clarity as a New Analyst in June 2027. This is an opportunity to accelerate your career by working…
Added 1 hour ago
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Analyst, Sales & Trading
Clarity
Vancouver, BC
- $90,000 to $150,000 CAD / year
- Full-time
As an Analyst, Sales & Trading, you will be a key member of Clarity's front-line team, working directly with individuals who are looking to buy or sell shares on our platform. In this role,…
Added 1 hour ago
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Senior Analyst, Sales & Trading
Clarity
Vancouver, BC
- $110,000 to $190,000 CAD / year
- Full-time
As a Senior Analyst in Sales & Trading, you will be a key member of Clarity’s front-line team, working directly with individuals who are looking to buy or sell shares on our platform. In…
Added 1 hour ago
SP
Analyst/Sr. Analyst, Global Incentive Compensation
Salesforce Partner Canada
Toronto, ON
- Full-time
Job Experience: 3-5+ years of experience in operations, data analysis, strategy & operations, consulting, or a related field
Added 2 hours ago
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COO/CFO - GovernGPT (Montreal)
GovernGPT
Montreal, QC
- $150,000 to $220,000 USD / year
- Full-time
In reality, you’ll be simultaneously an ops analyst and a COO and a CFO. That means all the below to start with:
Added 2 hours ago
ECH - Senior Financial Analyst
The Employee Experience Team
Vaughan, ON
Empire Homes is seeking a Senior Financial Analyst! In this position, you will be responsible for developing, interpreting, and maintaining complex financial and operational models to…
Added 4 hours ago
AC
D365 F&O Functional Analyst
Aston Carter
Richmond, BC
- Full-time
The D365 F&O Functional Analyst is responsible for the day-to-day administration, support, and continuous improvement of the Dynamics 365 Finance & Operations platform. This role manages…
Added 4 hours ago
EE
Commercial Services Analyst
Emera Energy
Halifax, NS
- Full-time
Company, Department: Emera Energy, Commercial Operations
Added 7 hours ago
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Full Stack Developer
PwC
Toronto, ON · Ottawa, ON · Calgary, AB
- Full-time
Contribute to internal documentation for both technical (DevOps, engineering) and non-technical (analyst, client) audiences.
Added 7 hours ago
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Optimization & Process Engineering Analyst Co-op (16 Month Term)
CIBC
Toronto, ON
- Full-time
…and implementing practical solutions that quickly streamline operations across the…
Added 7 hours ago
TT
Allocation Analyst (Merchandising Career Path - January 2027)
The TJX Companies, Inc.
Mississauga, ON · CAN Home Office Mississauga ON
- $52,230 to $73,122 CAD / year
- Full-time
…journey will begin in Planning & Allocation as an Allocation…
Added 8 hours ago
SI
Building Maintenance Mechanic
Saputo Inc.
Mississauga, ON
- Full-time
Observ JR64178 IT Senior Analyst, Power BI Development – Enterprise Analytics Saint-Laurent, QC Saint-Laurent Quebec Canada Mississauga, ON Mississauga Ontario Canada Enterprise…
Added 10 hours ago
PC
Manager, Threat Hunting & Incident Response
PwC Canada
Toronto, ON · North York, ON
- Full-time
Monitor and report on key performance indicators and metrics for the level 2 senior security analyst team, confirming service level agreements and objectives are achieved.
Added 10 hours ago
PC
Manager, Threat Hunting & Incident Response
PwC Canada
Ottawa, ON
- Full-time
Monitor and report on key performance indicators and metrics for the level 2 senior security analyst team, confirming service level agreements and objectives are achieved.
Added 10 hours ago
SA
Financial Analyst
Southern Alberta Institute of Technology (SAIT)
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
The Financial Analyst provides budgeting, forecasting, financial reporting, and financial analysis support for a portfolio of schools and departments within SAIT.
Added 10 hours ago
PI
Senior Director Product Marketing – Competitive and Sales Enablement
Ping Identity
Canada
- Full-time
…competition presentations, battlecards, responses to major analyst research and major vendor product introductions. You will also develop a sales playbook strategy comprised of multiple…
Added 10 hours ago
BC
Business Systems Analyst - Contact Center
BrainRidge Consulting
Toronto, ON
- Full-time
As a Contact Center Business Systems Analyst, you will connect business and customer experience goals with the technology behind them. You’ll work closely with contact center operations,…
Added 10 hours ago
O
Director, Product Management
OpenText
Mississauga, ON
- Full-time
…will help clients modernize mission-critical communications operations while advancing our leadership in cloud, AI, intelligent design, orchestration, and omnichannel client…
Added 10 hours ago
O
Director, Product Management
OpenText
Waterloo, ON
- Full-time
…will help clients modernize mission-critical communications operations while advancing our leadership in cloud, AI, intelligent design, orchestration, and omnichannel client…
Added 10 hours ago
AC
Analyste Comptable
Aston Carter
Montreal, QC
- $36 to $43 CAD / hour
- Full-time
…rigoureux(se) et orienté(e) vers les détails, pour soutenir les opérations financières quotidiennes de lorganisation. La personne en poste prépare et analyse les rapports financiers,…
Added 10 hours ago
O
Director, Product Management
OpenText
Richmond Hill, ON
- Full-time
…will help clients modernize mission-critical communications operations while advancing our leadership in cloud, AI, intelligent design, orchestration, and omnichannel client…
Added 10 hours ago
Senior Commercial Operations Analyst
Diligent Corporation
Vancouver, BC
We are seeking a highly analytical, hands on Senior Commercial Operations Analyst to join the GTM Operations team. This role will serve as a key execution and analytical partner within…
Added 11 hours ago
AC
Analyste Comptable
Aston Carter
Montreal, QC
- Contract
…rigoureux(se) et orienté(e) vers les détails, pour soutenir les opérations financières quotidiennes de lorganisation. La personne en poste prépare et analyse les rapports financiers,…
Added 11 hours ago
HR
Software Analyst
Hitachi Rail
Toronto, ON
- Full-time
A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the…
Added 11 hours ago
CC
Analyst, Inventory Control
Coca-Cola Canada Bottling Limited
Brampton, ON
- Full-time
Reporting to the Warehouse Inventory Manager, the Inventory Control Analyst works within our warehouses managing and controlling inventory and working through process improvement as…

BrainRidge Consulting

Business System Analyst

Toronto, ON, Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Apply by: Nov 8, 2026
Posting language: English
Posted: Oct 9, 2026

Original job description

BrainRidge Consulting is a premium FinTech Technology Consulting firm with the energy of a startup and the experience of an enterprise. With a mission to empower financial institutions and organizations to thrive in the digital age, we provide cutting-edge technology solutions and strategic guidance to drive innovation and growth. As we continue to grow, we are seeking motivated and experienced Business Systems Analysts with contact center expertise to join our team.

Business Systems Analyst (BSA), Contact Center

As a Contact Center Business Systems Analyst, you will connect business and customer experience goals with the technology behind them. You'll work closely with contact center operations, stakeholders, architects, developers, and delivery teams. You'll turn complex requirements for routing, IVR, agent desktops, and omnichannel journeys into detailed functional and technical specifications. This role suits someone who has delivered contact center platform projects end to end, ideally in financial services. You should understand how contact center technology drives customer experience, agent productivity, and operational results.

Key Responsibilities

Work with contact center leaders, business sponsors, product owners, and technical teams to gather, analyze, and document business and system requirements.
Gather and document requirements for IVR and IVA call flows, ACD and skills-based routing, queue design, callback, and omnichannel channels (voice, chat, email, SMS, messaging).
Translate requirements into functional specifications, call flow designs, routing strategies, and clear user stories for Agile delivery teams.
Support contact center platform implementations, upgrades, and migrations, including moves from on-premise platforms to cloud CCaaS (e.g. Genesys Cloud, NICE CXone, Amazon Connect, Five9, Cisco Webex Contact Center).
Define requirements for CTI and CRM integrations (e.g. Salesforce Service Cloud, Microsoft Dynamics), including screen pops, customer authentication, and agent desktop experience.
Document requirements for workforce engagement tools, including workforce management (WFM), quality management, call recording, speech and text analytics, and real-time and historical reporting.
Partner with the business to define contact center KPIs and reporting needs (e.g. AHT, FCR, ASA, service level, abandonment rate, containment) and validate reporting data.
Capture compliance and security requirements, including PCI-DSS secure payment handling, caller identification and verification, recording retention, and privacy regulations.
Act as the primary product liaison for QA and deployment teams, ensuring seamless handoffs, clear requirements, and on-time testing cycles, including call flow and routing test scenarios.
Build and maintain strong client relationships, advocating for customer and agent needs while balancing project constraints and delivery goals.
Write SQL queries to validate data, perform analysis, and support ETL or API integrations between the contact center platform and back-end banking systems.
Conduct data mapping across databases, tables, and APIs to ensure accuracy and consistency across systems.
Use sequence flows, UML, call flow diagrams, and architecture diagrams to visualize system interactions and dependencies.
Take part in backlog refinement sessions, managing priorities and supporting scope management through impact and cost analysis.
Partner with architects and developers to validate designs, ensuring technical feasibility and adherence to architectural guidelines.
Ensure delivered solutions meet business requirements and are production-ready through UAT, operational readiness, and stakeholder reviews.
Act as a liaison between technical and non-technical teams, triaging and clarifying issues related to business logic, routing behaviour, or documentation gaps.

Qualifications:

5+ years of business systems analysis or related consulting experience.
Required: 3+ years of hands-on experience as a BSA on contact center technology projects. This must include writing requirements for IVR, routing, and agent desktop solutions.
Experience with one or more major contact center platforms, such as Genesys (Cloud or Engage), NICE CXone, Amazon Connect, Avaya, Cisco UCCE/Webex Contact Center, Five9, or Twilio Flex.
Strong understanding of contact center operations, including call flows, queues, skills-based routing, WFM, quality management, and contact center KPIs.
Experience integrating contact center platforms with CRM systems and back-end applications through REST APIs.
Familiarity with conversational AI, chatbots, voice biometrics, or speech analytics is an asset.
Experience with cloud contact center migrations is a strong asset.
Financial services or banking contact center experience is preferred.
Expertise in SQL querying, data mapping, and ETL processes.
Proficiency in creating call flow diagrams, sequence flows, UML diagrams, and architecture documents.
Strong technical writing skills, including functional specifications, call flow specifications, and mapping documents.
Strong grasp of software development concepts and Agile delivery methods. Familiarity with Jira or similar tools for backlog tracking and story creation.
Excellent communication and problem-solving skills, with the ability to explain complex systems in clear, practical terms.

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More about this job

Responsibilities

Gather and translate contact center business needs into requirements, call flows, routing strategies, specifications, and user stories, supporting platform implementations, integrations, and migrations. Coordinate with business and technical teams on testing, compliance, reporting, data validation, and production readiness while advocating for customer and agent needs.

Requirements

Requires at least five years of business systems analysis or related consulting experience, including at least three years working hands-on as a BSA on contact center projects involving IVR, routing, and agent desktop requirements. Candidates should have contact center platform and operations expertise, CRM/API integration experience, SQL and data mapping skills, strong technical documentation and Agile capabilities; financial services experience and cloud migrations are preferred or advantageous.

Skills

Business Systems Analysis
Contact Center Technology
IVR and IVA Requirements
ACD and Skills-Based Routing
Call Flow Design
Agent Desktop Solutions
CCaaS Implementations and Migrations
CRM and REST API Integrations
SQL Querying
Data Mapping and ETL
Contact Center KPIs and Reporting
UAT and Operational Readiness
Agile Delivery
Functional and Technical Specifications
UML and Architecture Diagrams
Financial Services

Visa sponsorship

Not detected in the job text

Keywords

Business Systems Analyst
Contact Center
CCaaS
Genesys Cloud
Genesys Engage
NICE CXone
Amazon Connect
Five9
Cisco Webex Contact Center
Avaya
Twilio Flex
IVR
IVA
ACD
Skills-Based Routing
Salesforce Service Cloud
Microsoft Dynamics
REST APIs
SQL
ETL
Workforce Management
Quality Management
Speech Analytics
PCI-DSS
UAT
Agile
Jira
UML
Cloud Migration
Financial Services

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