Business Systems Analyst
About the role
Position: Business Systems Analyst (Digital Contact Center) Location: Toronto, ON (Hybrid – 4 Days WFO) Duration: 12 Months Rate: 55/hr
Role Descriptio
n We are seeking an experienced Business Systems Analyst with strong Banking and Digital Contact Center expertise to support customer engagement and contact center transformation initiatives. The ideal candidate will work closely with business stakeholders, technology teams, and vendors to deliver scalable omnichannel contact center solutions within a regulated banking environmen
t. Key Responsibilit iesBusiness Systems Analy sisCollaborate with Contact Center Operations, Product Owners, Customer Experience (CX), Compliance, and Technology teams to understand business needs and translate them into system requiremen ts.Elicit, analyze, document, and manage business, functional, and non-functional requirements (BRDs, FRDs, User Storie s).Perform impact analysis across contact center platforms, downstream systems, and integratio ns.Digital Contact Center Technol ogySupport requirements gathering and solution design across omnichannel contact center platforms, includi ng:Voice technologies (IVR, ACD, Call Routi ng)Digital channels (Chat, Email, SMS, Social Media, Bo ts)CRM and Case Management integrati onsWork closely with architects and vendors on platform capabilities, configurations, and upgrad es.Support contact center transformation initiatives, including cloud migration and legacy modernization progra
ms. Agile Delivery & Execu tionParticipate in Agile/Scrum ceremonies, including backlog grooming, sprint planning, demos, and retrospecti ves.Break down requirements into epics, features, and user stories with clear acceptance crite ria.Support SIT, UAT, and production readiness activit ies.Triage defects and provide requirement clarifications to delivery te
ams. Risk, Compliance & Con trolsEnsure solutions comply with banking regulatory requirements, data privacy standards, security policies, and risk framew orks.Support audit activities, access controls, data residency requirements, and SOX compliance documenta tion.Identify risks and dependencies early and work with stakeholders to develop mitigation strate
gies. Stakeholder & Vendor Mana gementAct as the primary point of contact for business stakeholders for assigned capabil ities.Coordinate with vendor partners, offshore delivery teams, and enterprise platform teams.Support executive-level communications through presentations, status reports, summaries, and rea
douts. Required Skills & Qualifi
cations 8+ years of experience as a Business Systems Analyst within Banking, Financial Services, or Insurance (BFSI).Strong experience with Digital Contact Center and Customer Engagement pl atforms.Hands-on experien ce with:Omnichannel Contact Center Solutions (Voice & Digital)CRM and Case Management Inte grationsAPI-based Integrations (RE ST APIs)Expertise in requirements gathering, process modeling, analysis, and docume ntation.Banking Domain K nowledgeDeep understanding of Retail and Commercial Banking contact center ope rations.Familiarity with banking regulatory, security, risk, and compliance st andards.Experience working within large enterprise delivery envir
onments. Tools & Meth odologiesAgile and SAFe delivery ex perience.Strong proficie ncy with:JIRAC onfluenceAzu re De vOpsVisioStrong data analysis, reporting, and problem-solvin
g skills. Nice-to-H ave SkillsExperience with Cloud Contact Center platform s such as:Genesys NICE CXoneFive9Amaz on ConnectEx posure to:Generative AI (GenAI)Convers ational AIChatbotsVoice
Analytics
Not the right fit? Search for Business Systems Analyst jobs in Toronto, Ontario, Canada
About Apptoza Inc.
Apptoza is a boutique IT service provider, offering a comprehensive range of IT services and solutions. We take pride in delivering excellence in IT consulting to businesses of all sizes, from large enterprises to mid-sized and small businesses.
Founded by a team of seasoned IT professionals, Apptoza provides the expertise and leadership necessary to drive successful IT projects and help companies achieve their strategic goals. Whether you require full-scale IT project execution, application management services, or short-term consulting, our solutions are designed to enhance efficiency across systems, processes, and teams.
As a one-stop IT solutions provider, we offer end-to-end expertise in IT applications. Our consultants have an average of 10+ years of experience, delivering IT implementations across North America, Europe, and Asia. With deep industry knowledge, strong business acumen, and exceptional communication skills, we ensure tailored solutions that align with your unique business needs.
With a global team based in the USA, Canada, and India, we provide flexible, high-quality, and cost-effective IT project implementations. Our customized delivery models—blending on-site, near-site, and off-site services—ensure optimal outcomes for our clients.
At Apptoza, our success is built on a client-first philosophy. We believe that delivering outstanding service and long-term collaboration sets us apart from the competition. Our commitment to excellence and innovation fosters strong, lasting partnerships with our clients.
At Apptoza, your success is our priority.
Similar Jobs
Business Systems Analyst
About the role
Position: Business Systems Analyst (Digital Contact Center) Location: Toronto, ON (Hybrid – 4 Days WFO) Duration: 12 Months Rate: 55/hr
Role Descriptio
n We are seeking an experienced Business Systems Analyst with strong Banking and Digital Contact Center expertise to support customer engagement and contact center transformation initiatives. The ideal candidate will work closely with business stakeholders, technology teams, and vendors to deliver scalable omnichannel contact center solutions within a regulated banking environmen
t. Key Responsibilit iesBusiness Systems Analy sisCollaborate with Contact Center Operations, Product Owners, Customer Experience (CX), Compliance, and Technology teams to understand business needs and translate them into system requiremen ts.Elicit, analyze, document, and manage business, functional, and non-functional requirements (BRDs, FRDs, User Storie s).Perform impact analysis across contact center platforms, downstream systems, and integratio ns.Digital Contact Center Technol ogySupport requirements gathering and solution design across omnichannel contact center platforms, includi ng:Voice technologies (IVR, ACD, Call Routi ng)Digital channels (Chat, Email, SMS, Social Media, Bo ts)CRM and Case Management integrati onsWork closely with architects and vendors on platform capabilities, configurations, and upgrad es.Support contact center transformation initiatives, including cloud migration and legacy modernization progra
ms. Agile Delivery & Execu tionParticipate in Agile/Scrum ceremonies, including backlog grooming, sprint planning, demos, and retrospecti ves.Break down requirements into epics, features, and user stories with clear acceptance crite ria.Support SIT, UAT, and production readiness activit ies.Triage defects and provide requirement clarifications to delivery te
ams. Risk, Compliance & Con trolsEnsure solutions comply with banking regulatory requirements, data privacy standards, security policies, and risk framew orks.Support audit activities, access controls, data residency requirements, and SOX compliance documenta tion.Identify risks and dependencies early and work with stakeholders to develop mitigation strate
gies. Stakeholder & Vendor Mana gementAct as the primary point of contact for business stakeholders for assigned capabil ities.Coordinate with vendor partners, offshore delivery teams, and enterprise platform teams.Support executive-level communications through presentations, status reports, summaries, and rea
douts. Required Skills & Qualifi
cations 8+ years of experience as a Business Systems Analyst within Banking, Financial Services, or Insurance (BFSI).Strong experience with Digital Contact Center and Customer Engagement pl atforms.Hands-on experien ce with:Omnichannel Contact Center Solutions (Voice & Digital)CRM and Case Management Inte grationsAPI-based Integrations (RE ST APIs)Expertise in requirements gathering, process modeling, analysis, and docume ntation.Banking Domain K nowledgeDeep understanding of Retail and Commercial Banking contact center ope rations.Familiarity with banking regulatory, security, risk, and compliance st andards.Experience working within large enterprise delivery envir
onments. Tools & Meth odologiesAgile and SAFe delivery ex perience.Strong proficie ncy with:JIRAC onfluenceAzu re De vOpsVisioStrong data analysis, reporting, and problem-solvin
g skills. Nice-to-H ave SkillsExperience with Cloud Contact Center platform s such as:Genesys NICE CXoneFive9Amaz on ConnectEx posure to:Generative AI (GenAI)Convers ational AIChatbotsVoice
Analytics
Not the right fit? Search for Business Systems Analyst jobs in Toronto, Ontario, Canada
About Apptoza Inc.
Apptoza is a boutique IT service provider, offering a comprehensive range of IT services and solutions. We take pride in delivering excellence in IT consulting to businesses of all sizes, from large enterprises to mid-sized and small businesses.
Founded by a team of seasoned IT professionals, Apptoza provides the expertise and leadership necessary to drive successful IT projects and help companies achieve their strategic goals. Whether you require full-scale IT project execution, application management services, or short-term consulting, our solutions are designed to enhance efficiency across systems, processes, and teams.
As a one-stop IT solutions provider, we offer end-to-end expertise in IT applications. Our consultants have an average of 10+ years of experience, delivering IT implementations across North America, Europe, and Asia. With deep industry knowledge, strong business acumen, and exceptional communication skills, we ensure tailored solutions that align with your unique business needs.
With a global team based in the USA, Canada, and India, we provide flexible, high-quality, and cost-effective IT project implementations. Our customized delivery models—blending on-site, near-site, and off-site services—ensure optimal outcomes for our clients.
At Apptoza, our success is built on a client-first philosophy. We believe that delivering outstanding service and long-term collaboration sets us apart from the competition. Our commitment to excellence and innovation fosters strong, lasting partnerships with our clients.
At Apptoza, your success is our priority.