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Added 12 mins ago
AC
Member Services Representative- St. Georges Branch
Assiniboine Credit Union
Alexander, MB · St. Georges, MB
- Part-time
…Representative supports members with their day to day transactions and digital banking, listens and asks questions to uncover members’ unique needs, answers their inquiries, resolves…
Added 27 mins ago
TH
Psychotherapist, Psychoeducateur, Social Worker, Sexologist, Psychologist
TELUS Health
Repentigny, QC
- Full-time
We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of…
Added 27 mins ago
YI
Sales Development Representative
YuJa Inc.
Toronto, ON · North York, Ontario
- Full-time
For over a decade, YuJa has been dedicated to building not only innovative digital compliance and accessibility solutions, but also a workplace where our people can thrive. We invest in our…
Added 56 mins ago
HM
Diagnostic Radiology
Health Match BC
Kamloops, BC
- Full-time
The Medical Imaging department at Royal Inland Hospital is a collaborative team of 9 radiologists and 1 nuclear medicine physician, providing comprehensive services in x-ray, fluoroscopy,…
Added 57 mins ago
R
Client Advisor
RBC
Conception Bay South, NL
- Part-time
…goals. Whether you’re demonstrating to a client how to use digital banking, on-boarding a new client, or referring a complex opportunity to a specialist, your expertise will contribute to…
Added 57 mins ago
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Client Advisor
RBC
Mount Pearl, NL
- Part-time
…goals. Whether you’re demonstrating to a client how to use digital banking, on-boarding a new client, or referring a complex opportunity to a specialist, your expertise will contribute to…
Added 57 mins ago
S
Seasonal Retail Sales Consultant - Part Time - St. Bruno, QC
Swarovski
Montreal, QC
- Part-time
Ready to bring brilliance to life with one of the most iconic brands in fashion and design? Join our retail team and be part of a culture where service meets style, and every interaction…
Added 1 hour ago
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Co-op or Intern, US Corporate Tax Services (January 2027) Edmonton or Calgary
BDO
Calgary, AB · AB
- Full-time
Our Edmonton & Calgary offices are looking for a 4 or 8-month Co-op or Intern Student to join the US Corporate Tax team starting in January 2027. This is a net new role and responsibilities…
Added 1 hour ago
PH
Magnetic Resonance Imaging Supervisor S3C
Providence Healthcare
Vancouver, BC
- Temporary
We are seeking a Magnetic Resonance Imaging Supervisor to join our team! This individual will report to the Manager or Site Coordinator and will:
Added 1 hour ago
GD
GARAGE - Assistant Manager - Avalon Mall
Groupe Dynamite, Inc Garage
St. John's, NL
- Full-time
…each customer, while leading and inspiring a high performing team to drive operational efficiency and traffic on the sales floor and through digital platforms. You play an important role in…
Added 1 hour ago
GD
DYNAMITE - Assistant Manager - Bayshore Shopping Centre
Groupe Dynamite, Inc Garage
Ottawa, ON · Nepean, Ontario
- Full-time
…each customer, while leading and inspiring a high performing team to drive operational efficiency and traffic on the sales floor and through digital platforms. You play an important role in…
Added 1 hour ago
FL
Assistant Manager
Foot Locker
Toronto, ON
- Full-time
…supports the Store Manager in driving sales results, coaching the team, and keeping the store running strong; day in and day…
Added 1 hour ago
AH
Operational Clinical Informatics Lead
Alberta Health Services
Red Deer, AB
- Temporary
The Clinical Operations Informatics Office (COIO) Operational Informatics team provides coordinated, consistent, and sustainable informatics support across Urban and Rural Acute Care,…
Added 1 hour ago
RF
Program Coordinator
RISC Foundation (Risk and Insurance Studies Centre)
Toronto, ON
- Contract
We are seeking a motivated and qualified individual to join our team in a full-time, hybrid position as Program Coordinator for the Risk Education and Literacy (REaL) program, which is an…
Added 1 hour ago
NS
Graphic Designer
Normh Studio
Toronto, ON
- Full-time
…values strong visual communication and creative problem-solving. Team members collaborate across disciplines to deliver design solutions that support marketing, product, and brand…
Added 1 hour ago
EC
Technical Director, Geotechnical
EnGlobe Corp.
Toronto, ON · Etobicoke, Ontario
- Full-time
You will play an important role in a dynamic and passionate team, collaborating on a variety of projects of all sizes and scopes in the environment, renewable energies, hydroelectricity,…
Added 1 hour ago
AM
Sr. Manager - RTL Design Manager
Advanced Micro Devices, Inc
Markham, ON
- Full-time
We are seeking a highly motivated Silicon RTL Design Manager to join the Security IP (SECIP) Design team. The team is responsible for the architecture, design, implementation, and…
Added 1 hour ago
AM
IOHUB Design Verification Engineer
Advanced Micro Devices, Inc
Markham, ON
- Full-time
The AMD NBIO (North Bridge I/O) team delivers industry-leading, high-performance interconnect IP for AMD products, including discrete GPUs, machine learning products, APUs, servers, and…
Added 1 hour ago
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Claims Handler
Gallagher
BC · Surrey, British Columbia
- Full-time
We are currently looking for a fulltime in office Claims Handler to join our WBI Home Warranty team in our Surrey office. In this role, you will be responsible for investigating and…
Added 1 hour ago
ML
FT Organizational Change Management Lead - ERP Modernization
Manitoba Liquor and Lotteries
Winnipeg, MB
- $88,587.2 to $119,475.2 CAD / year
- Full-time
- On-site
…strategies for enterprise-wide initiatives, with a strong focus on digital transformation and IT modernization projects. Identify costing related to change management activities as…
Added 1 hour ago
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Financial Services Representative - Blundell Centre (6-Month Contract)
Vancity
Richmond, BC
- Full-time
…of the country’s Top Employers. If you’re ready to join our team of 2,300 diverse individuals, access competitive rewards and benefits, and be part of a greater movement - apply…
Added 2 hours ago
OP
Business manager - sales and advertising
Offshore Performance Marine Inc.
Innisfil, ON
- $70,000 to $90,000 CAD / year
- Full-time
- On-site
Added 2 hours ago
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Senior Associate, Building Electrical
BPA
Toronto, ON
- Full-time
BPA is more than an engineering firm - it’s a passionate team shaping the buildings and infrastructure of tomorrow. With offices across Canada, our expertise in sustainable design and…
Added 2 hours ago
SM
Manager, Finance, Performance & Analytics
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Oversee the Finance team, including financial planning, reporting, accounts payable, accounts receivable, payroll coordination, and other assigned finance functions.
Added 2 hours ago
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Senior Manager, AI Strategy & Business Development
Avanade
Toronto, ON
- Full-time

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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