Business Systems Analyst – Omnichannel ContactCenter Platforms

Business Systems Analyst Omnichannel ContactCenter Platforms Toronto, ON Hybrid (4 Days WFO) Role Description: Business Systems Analysis: Collaborate with Contact Center Operations, Product Owners, CX, Compliance, and Technology teams to understand business needs and translate them into system requirements Elicit, analyze, document, and manage business, functional, and non-functional requirements (BRD, FRD, user stories) Perform impact analysis across contact center platforms, downstream systems, and integrations Digital Contact Center Technology: Support requirements and solution design across omnichannel contact center platforms including: Voice (IVR, ACD, call routing) Digital channels (Chat, Email, SMS, Social, Bots) CRM and Case Management integrations Work with architects and vendors on platform capabilities, configuration, and upgrades Support contact center transformation initiatives including cloud migration and legacy modernization Delivery / Agile Execution: Participate in ...