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Stage - Hiver 2027 - Gestion et analyse de données clients / Internship - Winter 2027 - Customer Master Data Analysis and Management
RTX
Longueuil, QC
- Full-time
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Analyse de défaillance - Ingénieur métallurgiste / Failure analysis - Metallurgical engineer
RTX
Longueuil, QC
- Full-time
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Workforce Analyst, Winter 2027 (Co-op/Internship) - 8 Months
BMO
Toronto, ON · FCP
- Full-time
…identified business questions and provide insights through reporting and data visualization techniques. Works with other data and analytics professionals to optimize, refine, automate and…
Added 1 hour ago
CN
Area Surface Land Administrator
Canadian Natural
Calgary, AB
- Full-time
A Petroleum Land / Land Analyst Certificate or similar is considered a strong asset
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A
Senior Mechanical Stress Analyst/Engineer
AtkinsRéalis
Mississauga, ON · Pickering, ON
- Full-time
Provide accurate reporting of engineering work to technical and project managers.
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Senior Financial Analyst
Rogers Communications
Toronto, ON
Rogers Communications is currently looking for a Senior Financial Analyst to perform the accounting for and be a subject matter expert on projects relating to wireless equipment and…
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Directeur/trice de l'approvisionnement indirect / Indirect Procurement Manager
Univar Solutions
Dorval, QC
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SI
Lead Product Analyst
Scribd, Inc.
Toronto, ON · Vancouver, BC
- Full-time
You are equally comfortable as the strategist and the analyst. You can size an opportunity, model its return, write the SQL behind the metric, and defend the number in a room full of…
Added 1 hour ago
RB
Associate Director, Product Control
Royal Bank of Canada
Toronto, ON
- Full-time
…analysts responsible for daily financial Profit and Loss (P&L) reporting, P&L decomposition, as well as accuracy of General Ledger for Commodities trading desk. The product scope involves…
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RB
Senior Analyst, Data Risk and Control
Royal Bank of Canada
Halifax, NS
- Full-time
Support ad-hoc projects and activities as required (methodology improvements, stakeholder management, committee reporting and automation developments).
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RJ
Data Platform Administrator - 12 Month Contract
Raymond James
Toronto, ON · Vancouver, BC
- Full-time
We are seeking an experienced Data Analyst. Reporting to the Senior Manager of the Enterprise Data team the Data Analyst will be responsible for designing and building business intelligence…
Added 7 hours ago
JG
Enterprise Product Analyst
J&M Group
Toronto, ON
- Full-time
We are seeking an experienced Enterprise Product Analyst to support enterprise platforms such as SAP, Salesforce CRM, Master Data Management (MDM), Microsoft Dynamics CRM, ServiceNow, and…
Added 7 hours ago
HI
Senior Accounts Receivable Analyst
Healthcare Insurance Reciprocal of Canada (HIROC)
Toronto, ON
- Full-time
Job Title: Senior Accounts Receivable Analyst
Added 7 hours ago
DC
Application Support Analyst
Dufferin-Peel Catholic District School Board
Mississauga, ON
- Full-time
advanced reporting for the Board’s Student Information Systems (SIS)
Added 7 hours ago
LS
Data Analyst and Student Info Planner (Mat Leave)
Langley School District #35
Langley (District), BC · Langley, BC
- Full-time
Reporting to the Manager Enterprise Data & Analytics, the Data Analyst and Student Information Planner functions as part of the Information Technology department and is one of the main…
Added 7 hours ago
SS
Research Team (Market Research / Product Analysis)
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NB · Chiasson Office, NB
- Full-time
Added 7 hours ago
O
Senior Sales Operations Analyst
ORBCOMM
Ottawa, ON
- $80,000 to $95,000 CAD / year
- Full-time
ORBCOMM is seeking a data-driven and collaborative Sr Sales Operations Analyst to support the effectiveness and efficiency of our sales organization at SKYWAVE, an ORBCOMM company. In this…
Added 8 hours ago
R|
Accounts Receivable Analyst
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
We are looking for an Accounts Receivable Analyst to join our Finance team and support the organization’s end-to-end receivables operations.
Added 8 hours ago
GT
Data Analyst
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
- $50 to $60 CAD / hour
- Contract
…business stakeholders to develop scalable analytics solutions, reporting capabilities, dashboards, automation processes, and insights that enable informed decision-making and improved risk…
Added 8 hours ago
CG
Financial Analyst, Fixed Assets
Compass Group Canada
London, ON
- Full-time
Now, If You Were To Come On Board As Our Financial Analyst – Fixed Assets, We’d Ask You To Do The Following For Us
Added 8 hours ago
DG
Supply Chain Analyst - Automotive
Dean Group
Markham, ON
- Contract
…providing administrative support and delivering supply chain reporting and analytics. The Supply Chain Administrator & Analytics will also apply strong analytical, organizational, and…
Added 8 hours ago
IG
Senior Data Governance Analyst
Insight Global
Toronto, ON
- $37 to $42 CAD / hour
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We are seeking a Senior Data Governance Analyst to join a growing Data Governance team within a leading financial services organization. This role will primarily focus on data…
Added 8 hours ago
CG
Financial Analyst
Compass Group Canada
Mississauga, ON
- Full-time
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Added 8 hours ago
IG
Production Support Analyst
Insight Global
Toronto, ON
- $28 to $32 CAD / hour
- Contract
Insight Global is hiring an Application Support Analyst to join a Global Derivatives technology team supporting critical front-office trading and regulatory reporting platforms.
Added 8 hours ago
LC
Senior Analyst, Workday Recruiting
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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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