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Business Analyst
Virtusa
Toronto, ON
- Full-time
Job Summary: The Business Analyst plays a critical role in bridging business needs with technology solutions within the Wealth Management domain. This position ensures that client…
Added 24 mins ago
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RQ11531 – Scrum Master – Intermediate
S M Software Solutions Inc
Toronto, ON
- Internship
Experience in DevOps Environments: Previous experience as a Scrum Master and Business Analyst within a DevOps setting, bridging the gap between development and operations teams.
Added 24 mins ago
SM
RQ11518 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
Experience on medium to large-sized projects as a business analyst or functional consultant.
Added 24 mins ago
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RQ11612 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
Experience on medium to large-sized projects as a business analyst or functional consultant.
Added 24 mins ago
SM
RQ00388 – Solution Architect
S M Software Solutions Inc
Fredericton, NB
- Full-time
A minimum of five (5) years of demonstrated experience as a Senior Programmer/Systems Analyst – 5 years
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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 24 mins ago
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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 24 mins ago
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Advisor - Analyst, Logistics Strategy and Optimization (Hybrid - Boucherville)
RONA
Boucherville, QC
- Full-time
Reporting to the Manager, Logistics Flow Optimization, the Logistics Analyst plays a key role in designing and optimizing logistics flows across RONA’s supply chain. The incumbent acts as…
Added 24 mins ago
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RQ11619 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
Experience on medium to large-sized projects as a business analyst or functional consultant.
Added 24 mins ago
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RQ11611 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
We are seeking a highly experienced Senior Business Analyst with extensive expertise in business requirements gathering, business process reengineering, Agile methodologies, user story…
Added 54 mins ago
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Governance, Risk, and Compliance Analyst
Raise
Calgary, AB
- Full-time
Strong cross-functional facilitation skills demonstrated through leading risk workshops and technical interviews with diverse stakeholders, ranging from business operators and hangar…
Added 1 hour ago
MC
Global Tactical Planner
Methanex Corporation
Vancouver, BC
- Full-time
Partner with the Global Supply Chain Analyst and Waterfront Shipping to ensure decisions affecting vessel movements are accurately reflected in planning and decision-support tools.
Added 1 hour ago
I
Intermediate Business Analyst
Insight
Calgary, AB
- Full-time
As a Business Analyst I, you will be responsible for the development of effective and efficient business processes. We will count on you to provide analysis and reporting on…
Added 1 hour ago
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CNC Machining Centre Programmer
Titan Trailers Industries Limited - UK
Tillsonburg, ON
- Full-time
Added 1 hour ago
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Co-op or Recent Graduates - CNC Programmers
Titan Trailers Industries Limited - UK
Tillsonburg, ON
- Full-time
Added 1 hour ago
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Senior Director Product Marketing – Competitive and Sales Enablement
Ping Identity
Canada
- Full-time
…competition presentations, battlecards, responses to major analyst research and major vendor product introductions. You will also develop a sales playbook strategy comprised of multiple…
Added 1 hour ago
BC
Business Systems Analyst - Contact Center
BrainRidge Consulting
Toronto, ON
- Full-time
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,…
Added 1 hour ago
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Director, Product Management
OpenText
Mississauga, ON
- Full-time
Represent the portfolio in executive reviews, client engagements, analyst briefings, roadmap presentations, and major industry events.
Added 1 hour ago
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Analyst, Program / Project Control
Bombardier
Montreal, QC
- Full-time
You have experience in managing and aligning cross-functional stakeholders in a large company (legal, HR, finance, procurement, operations, etc.)
Added 1 hour ago
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Director, Product Management
OpenText
Waterloo, ON
- Full-time
Represent the portfolio in executive reviews, client engagements, analyst briefings, roadmap presentations, and major industry events.
Added 1 hour ago
AC
Analyste Comptable
Aston Carter
Montreal, QC
- $36 to $43 CAD / hour
- Full-time
Job Title: Accounting Analyst Job Description
Added 1 hour ago
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Director, Product Management
OpenText
Richmond Hill, ON
- Full-time
Represent the portfolio in executive reviews, client engagements, analyst briefings, roadmap presentations, and major industry events.
Added 1 hour ago
Senior Commercial Operations Analyst
Diligent Corporation
Vancouver, BC
We are seeking a highly analytical, hands on Senior Commercial Operations Analyst to join the GTM Operations team. This role will serve as a key execution and analytical partner within…
Added 2 hours ago
WB
Senior Analyst: Business Development
Whistler Blackcomb
Whistler, BC
- Full-time
The Senior Analyst, Business Development plays a key role in advancing Whistler Blackcomb’s business development priorities through partnership management, business analysis, and…
Added 2 hours ago
AC
Analyste Comptable
Aston Carter
Montreal, QC
- Contract
Job Title: Accounting Analyst Job Description

BrainRidge Consulting

Business Systems Analyst - Contact Center

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.

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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