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Added 12 mins ago
V
Lead Software Engineer
Virtusa
Toronto, ON
- Full-time
Job Summary: The Business Systems Analyst (BSA) serves as a strategic bridge between business stakeholders and technical execution teams, driving enterprise data modernization initiatives.…
Added 1 hour ago
M
Account Management - First Line Client Liaison/KYC Officer, Analyst
MUFG
Toronto, ON
- Full-time
Keen interest in understanding BSA/AML, OFAC & Sanctions laws and regulations
Added 5 hours ago
BC
Business Systems Analyst - Contact Center
BrainRidge Consulting
Toronto, ON
- Full-time
Business Systems Analyst (BSA), Contact Center
Added 5 hours ago
T
North America Regulatory Consultant
Trulioo
Vancouver, BC
- Full-time
…expertise in Anti-Money Laundering (AML), Bank Secrecy Act (BSA), Know Your Customer (KYC), Know Your Business (KYB), fraud, sanctions, beneficial ownership, and broader financial crimes…
Added 6 hours ago
PL
Administrative Assistant
Pomeroy Lodging
Calgary, AB
- Full-time
Assist with Brand Standard Audit (BSA) preparation.
Added 9 hours ago
BC
Business System Analyst
BrainRidge Consulting
Toronto, ON
- Full-time
Business Systems Analyst (BSA), Contact Center
Added 9 hours ago
C
Azure BSA ( Hybrid )
Cognizant
Toronto, ON
- Full-time
Added 10 hours ago
M
Business System Analyst
MethodHub
Vancouver, BC
- Contract
Role: Senior Business Systems Analyst (BSA) – Infrastructure & Developer Platform
Added 11 hours ago
T
Senior Product Manager (KYC - Fraud & Risk)
Trulioo
Remote, Canada
- Full-time
- Remote
Added 11 hours ago
MU
Administrative Coordinator
McGill University
Brown Student Serv.
- Full-time
…on terms of donor fund/student criteria and assigns loan in BSA (Banner Student Aid)…
Added 12 hours ago
B
Data Designer / Data Business Systems Analyst (Databricks and Finance exp)
Bevertec
Toronto, ON
- Contract
Note: Looking for experienced Data Designer / Business Systems Analyst (BSA) with 5–7 years of relevant experience, hands-on exposure to Databricks, and a strong background in the financial…
Added 15 hours ago
LT
Data Designer
Lorven Technologies Inc.
Toronto, ON · Greater Toronto Area, Canada
- Contract
We are looking for an experienced Data Designer with a strong background in Business Systems Analysis (BSA), Databricks, and the finance domain. The ideal candidate should be capable of…
Added 15 hours ago
KG
Business System Analyst - LMS & VAM
K&K Global Talent Solutions INC.
Toronto, ON
- Full-time
Position: BSA- Liquidity Management Systems (LMS) and Virtual Account Management (VAM)
Added 15 hours ago
PI
Data Business Systems Analyst
Princeton IT Services, Inc
Toronto, ON
- Full-time
We are seeking an experienced Data Designer / Business Systems Analyst (BSA) with 5 7 years of relevant experience, hands-on exposure to Databricks, and a strong background in the financial…
Added 15 hours ago
NY
Data Designer / Business System Analyst
New York Technology Partners
Toronto, ON · Greater Toronto Area, Canada
- Contract
We are seeking an experienced Data Designer / Business Systems Analyst (BSA) with 5–7 years of relevant experience, hands-on exposure to Databricks, and a strong background in the financial…
Added 16 hours ago
A
Data Designer / Data Business Systems Analyst
Apexon
Toronto, ON
- Full-time
8–15 years of experience in a Business Systems Analyst (BSA) or similar business and data analysis role.
Added 1 day ago
MU
Associate Director Operations and Systems
McGill University
Brown Student Serv.
- Full-time
Added 1 day ago
T
Business Systems Analyst
TEKsystems
Toronto, ON
- $75 to $80 CAD / hour
- Contract
A Tier 1 bank needs a Business Systems Analyst (BSA) to support a significant increase in project work, including enhancements to existing products and the development of a net new platform…
Added 1 day ago
TC
VAM And LMS BSA
Tata Consultancy Services
Toronto, ON · Greater Toronto Area, Canada
- $90,000 to $100,000 CAD / year
- Full-time
Added 1 day ago
MG
Guidewire ClaimCenter Integration Consultant
Maplesoft Group, an SEB Company
Canada
- Contract
Experience providing technical guidance to ClaimCenter development and BSA teams
Added 1 day ago
TN
Business System Analyst
TEK NINJAS
Toronto, ON
- Contract
Added 1 day ago
AC
Business Systems Analyst
ALTEN Canada
Toronto, ON
- Other
Strong technical BSA background (not a business-side BA) à Someone with a development background
Added 1 day ago
TN
Business System Analyst
TEK NINJAS
Toronto, ON
- Contract
Added 1 day ago
CO
Truck and Transport Mechanic (Service Tech I)
City of Fredericton
Fredericton, NB
- Full-time
BSA: $268.03 biweekly benefit spending allowance.
Added 2 days ago
PL
Administrative Assistant
Pomeroy Lodging
Calgary, AB
- Full-time
Assist with Brand Standard Audit (BSA) preparation.

BrainRidge Consulting

Business System Analyst

Toronto, ON, Canada

Full-time

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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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