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Added 9 mins ago
AC
Analyste Financier
Aston Carter
Montreal, QC
- $43 to $51 CAD / hour
- Contract
The Financial Analyst serves as a financial business partner to the leadership teams of several subsidiaries and plays a key role in financial analysis, budgeting, forecasting, and…
Added 26 mins ago
B
Analyst, Trading Operations
BMO
Toronto, ON
- Full-time
Burgundy Asset Management LTD is a division of BMO Financial Group. Within BMO Wealth Management, Burgundy functions as an independent line of business. Burgundy Asset Management Ltd is a…
Added 40 mins ago
WM
Junior IT Analyst
Weldco-Beales MFG Alberta Ltd
Barrie, ON
- $65,000 to $75,000 CAD / year
- Full-time
The Junior IT Analyst supports day-to-day technology operations while helping transform financial and operational data into accurate, meaningful reports and dashboards. This role is suited…
Added 54 mins ago
C
Analyste d’affaires – Finance & Comptabilité
CGI
Montreal, QC
- Full-time
CGI Montreal is looking for a detail-oriented and inquisitive Business Analyst who is equally comfortable with accounting processes and data investigation. In this role, you will act as a…
Added 1 hour ago
TR
Business Analyst
Teck Resources Limited
Vancouver, BC · Greater Vancouver, BC
- $95,000 to $118,000 CAD / year
- Full-time
…Corporate Development team, the Corporate Development Business Analyst is responsible for: (1) the development of analyses of a broad range of strategic, economic, financial and business…
Added 1 hour ago
BR
Jr. Financial Analyst
Brookfield Residential
Calgary, AB
- Full-time
The Junior Financial Analyst, Reporting & Forecasting (Vena) is responsible for supporting the Finance & Planning function for Alberta Homes. This is done through preparing and…
Added 2 hours ago
GA
Analyste fonctionnel - FICO | Functional Analyst - FICO
Groupe Avversita
Montreal, QC
- Full-time
As an SAP FICO Analyst, you will play a key role in our customers' digital transformation, supporting them in their financial processes. On the project, you will be able to optimize an…
Added 2 hours ago
X
Senior Financial Planning Analyst
Xpera
AB · Edmonton, Alberta
- Full-time
We are excited to introduce a new Senior Financial Planning Analyst role within our Finance team. This net-new position reflects our continued investment in strengthening financial insight,…
Added 2 hours ago
Sr. Financial Analyst, R&D and BU Finance
SiTime Corporation
Ottawa, ON
The Senior Financial Analyst is a business-finance partner supporting R&D and BU Finance leaders with planning, forecasting, close, and decision support. The role owns analytics and…
Added 3 hours ago
AC
Senior Associate, Investment Consulting
Aon Corporation
Montreal, QC
- Full-time
Minimum of 2 years of proven experience in a financial/investment consulting, insurance, economics, capital markets pension environment working in an analyst capacity is preferred
Added 3 hours ago
7
Senior Data Analyst, GTM Operations
7shifts
Remote, Canada
- $100,000 to $150,000 CAD / year
- Full-time
- Remote
As the Senior Data Analyst at 7shifts, you’ll be the analytical partner to our Go-to-Market and Finance teams. Reporting to our Manager, Data & Analytics, you’ll work alongside analysts,…
Added 3 hours ago
AG
Project Cost Analyst
Artemis Gold - Blackwater Project
BC
- Temporary
Reporting to the Project Manager, the Project Cost Analyst provides site-based support for cost control, financial tracking and reporting across capital construction projects. The role is…
Added 3 hours ago
AC
Analyst, Store Accounting (Maternity leave replacement)
Alimentation Couche-Tard
Laval, QC
- Full-time
Under the responsibility of the Merchandise Accounting Supervisor, within the Operational Accounting team, the Store Accounting Analyst will provide an accounting service to the stores…
Added 3 hours ago
WC
Senior Analyst, Audit
Walmart Canada
Mississauga, ON
- Full-time
This role executes financial, operational, or compliance audits, including advanced data analytics, within set timelines. It may review audit working papers as required. The role assists in…
Added 3 hours ago
MM
Marsh People and Investment - Compensation Consulting Analyst - Toronto - 2027 New Grads
Marsh McLennan
Toronto, ON
- Full-time
As a Compensation Analyst in the Workforce and Rewards practice, you will work with a broad range of clients and industries in a stimulating environment, participating as an integral member…
Added 3 hours ago
B
Analyst, Reporting & Operations
BCI
Victoria, BC · CA Victoria
- Full-time
As the Analyst, Reporting & Operations in Corporate Risk & Audit, you'll be the visual storyteller behind our Board and executive communications. You'll take complex, multi-source…
Added 3 hours ago
Director, Tax
Trans Mountain
Calgary, AB
…accountability for tax planning and advisory, compliance, tax-related financial reporting, relationships with tax authorities, dispute resolution and tax governance for Trans Mountain's…
Added 3 hours ago
Business Analyst - SCM
Government of Alberta
AB
…GoA functional areas including human capital, supply chain, financial, and treasury management. 1GX CoE also provides strategic leadership for the ongoing enhancement and development of 1GX…
Added 4 hours ago
SG
CREDit Graduate Program Analyst
S&P Global
Toronto, ON
- Full-time
Evaluate the creditworthiness of organizations, focusing on their ability to meet financial obligations for traditional credit-based products and structured banking transactions.
Added 4 hours ago
SG
Ratings Analytical Intern
S&P Global
Toronto, ON
- Full-time
Undergraduate students in their penultimate year of study only. All majors welcome. Accounting, Business Administration, Economics, Engineering, Finance, Financial Engineering, Math, Public…
Added 4 hours ago
RB
Trade Support Analyst
Royal Bank of Canada
Toronto, ON
- Full-time
…Capital Markets is looking to hire a Trade Support Reconciliation Analyst - to support the Toronto and New York rates derivatives trading…
Added 4 hours ago
AC
Senior Recovery Claims Adjuster - Property Claims
Aviva Canada
Markham, ON
- Full-time
Maintain the recovery database and claims financial records through the process of recording claims
Added 4 hours ago
YC
D365 Finance & Operations Sr. Analyst
Yoush Consulting
Toronto, ON
- Full-time
Strong understanding of Business accounting and financial processes
Added 4 hours ago
BF
Analyste financier (temporaire 6 mois)/Financial Analyst (temporary 6 months)
Bell Flight
Mirabel, QC
- Full-time
The Financial Analyst – Accounts Receivable and Sales is responsible for managing and monitoring customer accounts, billing, and intercompany transactions. This position ensures the…
Added 4 hours ago
CS
Senior Analyst, Costing (Contract)
Corby Spirit and Wine Limited
Windsor, ON
- Full-time
…Limited) is seeking qualified candidates for the position of Sr. Analyst, Costing. This person will report into the Director, Cost Accounting and play a key role in understanding production…

BrainRidge Consulting

Business Systems Analyst - Contact Center

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.

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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