Job#: 3025164 Job Description: Business Systems Analysis –CCaaS Client: Big 5 Bank

Location: Hybrid Toronto, Ontario-

Terms: 6 Month Contract, Strong possibility of extension based on project budget & candidate performance.

Hours: Monday-Friday, 9am-5pm. 37.5 hours per week.

The Consultant, Business Systems Analysis is responsible for working on complex issues involving one or more technical areas, mentoring employees and performing tasks of advanced technical depth and breadth. The Consultant, Business Systems Analysis exercises independent judgement to continuously improve the existing program and project management discipline, providing consulting to IT and Business Management on applying technology to business opportunities, planning and implementation. The role devises new methods and procedures using strong analytic and inductive thinking, facilitating the application of new technologies to support existing processes.

What will you be doing: The Contact Centre Technology team is seeking a Contingent Worker with expertise in business systems analysis for advanced contact centre platforms. The contingent worker will support and enhance CCaaS (Contact Centre as a Service) solutions, integrate Automated Intelligent Virtual Assistants (AIVA), leverage Agentic AI, and optimize chat and CRM platforms. The assignment involves collaborating on multi-disciplinary technology initiatives, documenting data elements and mappings for API/database integrations and providing subject matter expertise in contact centre technology.

Key Resposibilities:

• Legacy-to-Cloud Migration:

• Lead the analysis and documentation for transitioning from on-prem legacy systems (specifically Genesys Engage) to Cloud environments such as Genesys Cloud, Amazon Connect, or Five9.

• Solution Design Support:

• Participate in designing and implementing contact centre technology solutions, including CCaaS platforms, AIVA, Agentic AI, chat platforms, and CRM integrations, in alignment with the enterprise architecture.

• Technical Documentation & SRS:

• Facilitate workshops, stakeholder interviews, and presentations to communicate findings and recommendations.

• Create highly detailed System Requirement Specifications (SRS), data dictionaries, and data element mappings.

• You must be able to extract requirements from legacy systems and document the "to-be" logic for the new cloud architecture.

• Support quality assurance and user acceptance testing through requirements traceability and defect triage.

• API and Database Integration & Integration Mapping:

• Analyze, document, and map data elements and flows for API and database integrations between contact centre systems and other enterprise applications. Ensure data integrity, consistency, and security

• Document complex API integrations between CCaaS vendors and internal/non-vendor solutions.

• Ensure proper data flow and integration points across the enterprise ecosystem.

• Omnichannel Strategy:

• Design and implement requirements for a full suite of contact center capabilities, including IVR, Chat, Voice, and Non-Voice channels.

• AI & Automation:

• Drive the integration of AIVA (AI Virtual Assistant) and Agentic AI within the contact center to enable smarter customer and agent experiences.

• Contribute to change management and adoption strategies for new AI-driven processes and tools.

Qualifications

• Diploma or a degree in Computer Science, Information Systems, Business, or a related field

• 5+ years of combined experience as a Business Systems Analyst and Business Analyst, with recent focus on Contact Centre technology.

• Proven experience in business systems analysis for contact centre technologies

• Hands-on expertise with CCaaS platforms (e.g., Genesys, Amazon Connect, Five9, NICE), AIVA, Agentic AI, chat platform integrations, and CRM systems

• Strong skills in API/database integration and documentation

• Demonstrated ability to translate business needs into technical requirements and solution designs.

• Experience writing BRDs SRDs and writing use cases including Acceptance Criteria, Product Backlogs

• Experience creating data dictionaries, and data element mappings

• Flows – System, Process, others

• Strong API integration and data mapping skills, including experience with RESTful APIs and data transformation.

• Experience working in Agile and waterfall project environments

• Proven experience with Agentic AI, automation, and Agent Desktop solutions.

• In-depth understanding of contact Centre platforms (e.g., Genesys, NICE, Avaya, Five9, or similar).

• Solid grasp of banking operations, compliance, and regulatory requirements.

Preferred Skills:

• Experience working within a Bank or highly regulated environment on contact center initiatives.
• Ability to identify "non-vendor" solution gaps and document custom API workarounds or data transformations.
• Strong experience integrating contact center platforms with Salesforce and other core CRM systems.
• Excellent collaboration skills with the ability to "hold the floor" in meetings involving both senior business stakeholders and offshore developers.

Apex pay scales are determined by role, experience, skill set, and location. For this new position, the estimated hourly range is provided below as a guideline; however, total compensation may vary based on individual circumstances.

• Role Type: Current opening
• Location: Ontario
• Hourly Range: $54-56/hr

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click here for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click here for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.

Apex Systems is part of the Commercial Segment of ASGN Incorporated.

NYSE: ASGN

4400 Cox Road

Suite 200

Glen Allen, Virginia 23060

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Apex Systems.