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Added 2 mins ago
Clarity Operations Manager
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON
…portfolio management tools, primarily Clarity PPM. Managing a business analyst, support analyst, and two developers, the role ensures reliable system access, drives continuous improvement,…
Added 2 mins ago
HI
Analyst, Employee Benefits
HUB International
Burnaby, BC
- Full-time
The Analyst works closely with the team to provide financial analysis of carrier and client statements, assist in the day-to-day data administration as well as supporting and providing…
Added 2 mins ago
Product Analyst
Barracuda Networks Inc.
Ottawa, ON
…support, powered by people and enhanced by AI, for all size…
Added 17 mins ago
Senior Analyst, Policy and Operations
CMHC - SCHL
Ottawa, ON · Toronto, ON · Montreal, QC
Join the Data & Analytics team, in the Senior Analyst, Policy and Operations position. In this role, you will help advance data strategy and governance initiatives that enable the…
Added 17 mins ago
CI
Senior Compliance Analyst
Cole International
Regina, SK
- Full-time
The Senior Analyst, Compliance will provide specialized compliance and technical support for our Canadian brokerage operations team and other departments, (Business Development, Account…
Added 17 mins ago
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IT Technology Acquisition Specialist
Akkodis
Calgary, AB
- Contract
We are seeking an IT professional, such as a senior IT business analyst or IT sourcing consultant, with extensive experience gathering and assembling requirements across multiple IT service…
Added 17 mins ago
AC
Data and AI Analyst - Governance, Integration
Air Canada
Dorval, QC
- Full-time
The Data & AI Analyst (Governance, Integration) is responsible for the technical enablement, integration, and operational support of Air Canada's enterprise data governance platform.…
Added 17 mins ago
RB
Business Analyst, RBC Amplify 2027, Halifax
Royal Bank of Canada
Halifax, NS
- Full-time
As a Business Analyst you will collaborate, innovate, ideate and build in a flexible, start-up environment.
Added 17 mins ago
RB
Associate Portfolio Manager
Royal Bank of Canada
AB · EDMONTON, Alberta
- Full-time
…nationwide acting exclusively for high-net-worth clients and small business owners. We provide clients with discretionary investment management and privileged access to the expertise of our…
Added 17 mins ago
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Financial analyst
ROBIC
Montreal, QC
- Full-time
…scientists, and engineers specializing in intellectual property and business…
Added 17 mins ago
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Logistics and Compliance Analyst
Longo's
Vaughan, ON
- Full-time
Reporting to the Replenishment Manager. The Logistics & Compliance Analyst is responsible for driving supply chain performance through the integration of demand planning, advanced…
Added 33 mins ago
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Mergers and Acquisitions Analyst - Relocate to Saudi Arabia, Permanent Expat Relocation Package
aramco
Toronto, ON
- Full-time
We are seeking for a Mergers and Acquisitions Analyst (M&A) to join the M&A Advisory Department, which is part of the Finance organization. The M&A Advisory Department provides finance…
Added 33 mins ago
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Business Development Specialist (Relocation to Saudi Arabia is required.)
aramco
Toronto, ON
- Full-time
We are seeking a Business Development Specialist to join our Downstream Origination Department.
Added 33 mins ago
RC
Renewable Energy Analyst (Remote Working)
Renewable Careers
Canada
- Full-time
Communication Skills: The ability to translate dense, technical scientific metrics into clear, actionable business insights for non-technical stakeholders.
Added 33 mins ago
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Financial Analyst (FP&A)
IFG - International Financial Group
Toronto, ON
- Contract
Our client is looking for an experienced Financial Analyst to support financial modelling, month-end reporting, P&L analysis, management reporting, and executive-level insights. The ideal…
Added 33 mins ago
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Technology Evaluation and Portfolio Analyst
Fuel Innovation Fund
AB · Alberta, Canada
- Full-time
The Fuel Innovation Fund is seeking a Technology Evaluation and Portfolio Analyst to join a cross-functional team delivering clean-fuel funding programs across Canada. Reporting to the Fuel…
Added 33 mins ago
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Senior PeopleSoft Analyst
vTech Solution Canada
Toronto, ON
- Contract
The Workforce Information Network (WIN) system is a business-critical Ontario Public Service (OPS) system that is based on the Oracle PeopleSoft Human Capital Management (HCM) Enterprise…
Added 33 mins ago
UT
USD Clearing & Payments Operations Analyst # 26-27105
US Tech Solutions
Montreal, QC
- $34.52 USD / hour
- Contract
Serve as main contact point for the network and help resolve all issues related to the USD/CAD clearing business.
Added 33 mins ago
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Sr Financial Analyst, Market Strategy & Revenue Management
通用磨坊股份有限公司
Mississauga, ON · Toronto, ON
- Full-time
The Sr. Financial Analyst – Market Strategy & Revenue Management (MSRM) position at General Mills Canada Corporation is accountable for financial management, oversight, and Market Strategy…
Added 33 mins ago
Analyst, Data Analytics
WestJet Group
Calgary, AB
This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.
Added 33 mins ago
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Business Analyst, RBC Amplify 2027, Toronto
RBC
Toronto, ON
- Full-time
As a Business Analyst you will collaborate, innovate, ideate and build in a flexible, start-up environment.
Added 33 mins ago
R
analyste d’entreprise, RBC amplifie 2027, Montréal / Business Analyst, RBC Amplify 2027, Montreal
RBC
Montreal, QC
- Full-time
As a Business Analyst you will collaborate, innovate, ideate and build in a flexible, start-up environment.
Added 33 mins ago
SJ
Senior Analyst, Supply and Demand Planning
SC Johnson
Brantford, ON · CAN - Brantford
- Full-time
As the Senior Analyst, Supply and Demand Planning, your primary responsibility is to own the relationship and input from sales. In this role you will ensure a forecast for a subset of the…
Added 33 mins ago
UT
Risk Analyst - # 26-27113
US Tech Solutions
Toronto, ON
- $62 to $66 CAD / hour
- Contract
Schedule: Mon-Fri, Core Business Hours, 37.5 Hours/Week, 7.5 Hours/Day
Added 33 mins ago
M
Supply Chain Analyst
Manpower
Calgary, AB
- Contract
The Supply Chain Analyst will report to the Team Lead, Supplier Onboarding & Master Data.

BrainRidge Consulting

Business Systems Analyst - Contact Center

Toronto, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

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.

Role Overview

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 functional and technical specifications for IVR, routing, agent desktops, integrations, reporting, and omnichannel journeys. Coordinate with business and technical teams through design, testing, UAT, and deployment, while validating data, compliance, and operational readiness.

Requirements

Requires 5+ years of business systems analysis or related consulting experience, including at least 3 years working hands-on as a BSA on contact center technology projects involving IVR, routing, and agent desktop requirements. Candidates should have experience with a major contact center platform, CRM and API integrations, SQL, data mapping and ETL, contact center operations, technical documentation, and Agile delivery; financial services experience is preferred.

Skills

Business Systems Analysis
Contact Center Technology
IVR and IVA Requirements
Call Flow Design
ACD and Skills-Based Routing
CCaaS Platforms
CRM Integration
REST APIs
SQL
Data Mapping
ETL
Workforce Management
Contact Center KPIs
PCI-DSS Compliance
Agile Delivery
UAT

Visa sponsorship

Not detected in the job text

Keywords

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

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