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Added 4 hours ago
SM
RQ11615 - Business Analyst - Junior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a Junior Business Analyst with strong experience in business and data analysis, requirements gathering, process modelling, stakeholder engagement, and documentation. The…
Added 4 hours ago
SM
RQ11615 - Business Analyst - Junior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a Junior Business Analyst with strong experience in business and data analysis, requirements gathering, process modelling, stakeholder engagement, and documentation. The…
Added 6 hours ago
SM
RQ11648 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a Senior Business Analyst with extensive experience in business analysis, requirements gathering, requirements management, business process modelling, stakeholder engagement,…
Added 6 hours ago
SM
RQ11648 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a Senior Business Analyst with extensive experience in business analysis, requirements gathering, requirements management, business process modelling, stakeholder engagement,…
Added 18 hours ago
SM
RQ11648 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a Senior Business Analyst with extensive experience in business analysis, requirements gathering, requirements management, business process modelling, stakeholder engagement,…
Added 23 hours ago
R
VP of Marketing Operations
Revun
Vaughan, ON
- Internship
The platform brings together CRM, workflow automation, communications, payments, reporting, stakeholder portals, integrations, operational management, and AI-assisted tools within one…
Added 1 day ago
SM
RQ11615 - Business Analyst - Junior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a Junior Business Analyst with strong experience in business and data analysis, requirements gathering, process modelling, stakeholder engagement, and documentation. The…
Added 1 day ago
T
CXF Manager
Takeda
Toronto, ON · CAN - Toronto Head Office
- Full-time
Support deployment and adoption of AgentForce and AI-enabled CRM capabilities.
Added 1 day ago
T
Analyste Des Systèmes D'affaires (BSA) / Business Systems Analyst (BSA)
TEKsystems
Montreal, QC
- $80 to $90 CAD / hour
- Contract
…technology solutions? We are looking for a Business Systems Analyst to help support the ongoing evolution and optimization of a critical ERP…
Added 1 day 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 day ago
SP
Sr. Analyst, Product and Pricing Operations
Salesforce Partner Canada
Toronto, ON
- Full-time
Establish systematic channels to collect, analyze, and synthesize feedback from internal and external stakeholders, including Sales, Customer Support, Product, and Operations.
Added 1 day ago
Business Analyst - Saint John
Mariner
Saint John, NB
We are seeking a talented and experienced Business Analyst to join our team for a client opportunity based in Saint John, New Brunswick. This is a full-time, onsite role where you will work…
Added 1 day 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 1 day ago
FT
Sales Operations Coordinator
Fast Tire Co
Vaudreuil-Dorion, QC
- Full-time
As a Sales Operations Coordinator, reporting to the Senior Business Analyst, you'll play a key role within the Marketing team, serving as the primary liaison between Marketing, Sales, and…
Added 1 day ago
H
Desktop Support Analyst - Fulltime Temporary One-Year fixed contract
Houle
Burnaby, BC
- Full-time
- Contract
…Temporary Fixed Term Contract based in Burnaby. The Desktop Support Analyst is a key member of the helpdesk team, the first point of contact for employees when they are looking for IT…
Added 1 day ago
V
Lead Software Engineer
Virtusa
Toronto, ON
- Full-time
We are seeking a seasoned QA Analyst to ensure the quality, accuracy, and reliability of business applications through disciplined testing and validation processes. This role primarily…
Added 1 day ago
BC
Business Systems Analyst - Contact Center
BrainRidge Consulting
Toronto, ON
- Full-time
Business Systems Analyst (BSA), Contact Center
Added 1 day ago
VF
Associate, Institutional Sales & Settlements
Ventum Financial Corp.
Vancouver, BC
- $55,000 to $65,000 CAD / year
- Full-time
This is a hybrid role combining institutional sales support, trade settlement responsibilities and client service. The successful candidate will work closely with Institutional Sales,…
Added 2 days ago
SG
Business Analyst
S&P Global Mobility
London, ON
- Full-time
…competitor analysis, pricing strategy, product mix, etc) to support the formulation and validation of strategic…
Added 2 days ago
IW
Business Systems Analyst & Developer - Data, AI & Agentic Automation
Innotech Windows + Doors
Langley (District), BC · Langley, BC
- Full-time
Job Title: Business Systems Analyst & Developer - Data, AI & Agentic Automation
Added 2 days ago
GA
Workday System Analyst
G Adventures
Toronto, ON · Base Camp - Toronto, Canada
- $75,000 to $90,000 CAD / year
- Full-time
The Workday Systems Analyst plays a vital role in bridging business needs and technology by analyzing requirements, supporting enterprise system configuration, and ensuring system…
Added 2 days ago
G
Architecte en information commerciale / Business Information Architect
Genetec
Montreal, QC
- Full-time
…saisies, consultées et transmises entre les différents systèmes (CRM, ERP, marketing, opérations, etc.) afin de faciliter la création de rapports et…
Added 2 days ago
IW
Business Analyst/Application Specialist Co-op Student (8-month contract) January-August 2027
Iconic Wineries of British Columbia
Vancouver, BC
- Full-time
Overview: The Business Analyst/Application Specialist Co-op supports Commercial Solutions by helping improve business processes, support enterprise applications, and deliver technology…
Added 2 days ago
S
Business System Analyst
SMARTFOX
Canada
- Full-time
Business Systems Analyst I - 0-2 years : System support, configuration changes, reporting, testing, and documentation, learning our platforms with a dedicated mentor
Added 2 days ago
AC
Senior System Architect
Amphenol Communications Solutions
Markham, ON
- Full-time
…General Controls, ISO 27001, NIST CSF, and CIS Benchmarks. Own or support RBAC, Privileged Identity Management, segregation of duties, privileged access reviews, reviewer independence,…

Closed listing

BrainRidge Consulting

Business System Analyst

Toronto, ON, Canada

Full-time

This opening has closed.

The original listing is kept below for reference.

Find open jobs More jobs with this employer

About employer

Job details

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

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Original job description

Archived listing. The details below describe a past opening.

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.

About employer

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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