At Maximus Canada, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus Canada collaborates with government partners to deliver a variety of citizen services, including healthcare administration, federal and provincial programs, and contact centre services across Canada. We offer eHealth solutions through our Medigent® suite of products, as well as technology consulting and business process services. We leverage our deep operational expertise, technology innovation, and digitally enabled customer engagement to deliver fast solutions. Today, we proudly support many federal, provincial and municipal programs across the country powered by Canadians.

Globally, Maximus has operations in India, Saudi Arabia, United Arab Emirates, and the United Kingdom. Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people’s lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus Canada and their dedication to connecting citizens with the services they need from Government agencies.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you would like to request assistance in accessing job openings, applying for a job on this site, completing screening and/or interview questionnaires or participating in any aspect of the recruitment and selection process, please contact us at careers@maximuscanada.ca

We are honoured to be named one of BC’s Top Employers 2026 , reflecting our commitment to creating a workplace where people thrive.

Department Overview

The Contact Centre as a Service (CCaaS) department within Customer Experience and Solution Operations at Maximus Canada is dedicated to delivering modern, cloud-based contact center solutions for government and public sector clients. Leveraging platforms such as Genesys Cloud CX, the department provides secure, scalable, and omnichannel citizen engagement—including voice, chat, email, SMS, and video—through a unified interface. The CCaaS team drives operational excellence by integrating advanced technologies like AI, automation, and analytics, ensuring continuous improvement, compliance, and high service quality. The department collaborates closely with IT, service delivery, and business intelligence teams to architect solutions that meet evolving client needs, optimize performance, and support digital transformation initiatives.

Position Summary

The Senior Business Analyst (BA) is a delivery-focused, client-facing role that provides leadership in requirements management, backlog ownership, and cross-functional coordination for CCaaS solutions. Operating within a matrix team environment, the BA serves as the primary liaison between clients, stakeholders, and the CCaaS technical team, ensuring clarity of business needs and alignment with program goals.

The BA leads discovery sessions, facilitates workshops, documents business processes and user journeys, defines user stories and acceptance criteria, and manages the delivery pipeline from intake through UAT and release readiness. This role focuses on business analysis, client engagement, and delivery coordination—not technical configuration—ensuring that the BSA, Solutions Analyst, Integration Engineer, and Genesys Cloud Engineers receive fully clarified, validated, and prioritized requirements.

The BA contributes to continuous improvement, client satisfaction, and delivery excellence by driving communication, maintaining structured workflows, and ensuring predictable execution across CCaaS work streams.

What a typical week looks like

• Lead client engagement sessions, including requirement workshops, demos, discovery sessions, and ongoing communication with government partners.
• Facilitate collaboration across stakeholders, ensuring diverse business needs and operational realities are understood, recorded, and translated into actionable work.
• Lead the development of customer journey maps, current-state and future-state workflows, and business process documentation to support solution clarity and alignment.
• Own the CCaaS product backlog, including writing user stories, defining acceptance criteria, prioritizing work, sequencing sprints, and maintaining traceability.
• Manage sprint ceremonies (standups, sprint planning, reviews, retrospectives), ensuring effective communication and delivery cadence across cross-functional teams.
• Create and maintain business-facing documentation, including requirements, process flows, release notes, and communication artifacts for stakeholders and end users.
• Support continuous improvement by identifying workflow efficiencies, opportunities for automation, and enhancements to the customer experience.
• Coordinate and lead User Acceptance Testing (UAT), including planning, test case development, facilitation with clients, and managing issue triage.
• Provide accurate, timely reporting on delivery progress, risks, decisions, and upcoming priorities to leadership and stakeholders.
• Ensure alignment with CCaaS delivery standards, Agile practices, and organizational quality expectations.
• Maintain awareness of emerging CCaaS technology trends, contact centre capabilities, and evolving client requirements to support strategic planning.
• Develop templates and standardized workflows that improve consistency in requirements gathering, documentation, and client communication.

Organization Structure

AVP, Customer Experience and Solution Ops

Manager, Contact Centre as a Service

Senior Business Analyst

What you bring

Education and Experience

• Diploma or degree in Business Administration, Computer Science, or a related field, or an equivalent combination of education and experience.
• 5+ years of experience in business analysis, delivery coordination, product ownership, or client-facing roles in technology or service environments.
• Experience with cloud platforms, SaaS solutions, contact centre operations, or customer experience technology (preferred).
• Demonstrated ability to lead workshops, document requirements, and manage multiple concurrent work streams.
• Strong communication skills with experience working directly with clients or external stakeholders.

Knowledge, Skills and Abilities

• Strong proficiency in requirements elicitation, business process mapping, user journey design, and documentation.
• Ability to translate business needs into structured user stories, acceptance criteria, and prioritized backlog items.
• Skilled in stakeholder engagement, communication, and managing expectations across diverse functional groups.
• Strong organizational skills with the ability to coordinate across BSA, Solutions Analyst, Integration Engineer, and Genesys Cloud Engineers.
• Understanding of omnichannel contact centre concepts including routing, WFM, quality, reporting, and automation (asset, not required).
• Ability to lead UAT cycles, manage defect triage, and ensure business acceptance.
• Strong analytical and problem-solving skills with the ability to identify gaps, clarify ambiguity, and maintain alignment across teams.
• Ability to prepare clear, structured documentation including requirements, process maps, release notes, and workflows.
• Adaptability and leadership without authority, with the ability to influence, coordinate, and bring clarity within a dynamic technical environment.

Other Requirements

Must be able to pass a Criminal Record Check

What we offer

Your work empowers us to deliver essential services for communities across Canada—and we’re proud to support you with benefits that reflect your contributions.

• Competitive market‑based salaries
• Comprehensive employer‑paid benefits starting on day one
• Competitive paid vacation
• Group Retirement Savings Plan
• Flexible hybrid and remote work options within Canada
• Employee appreciation programs and events

Additional Application Information

We will be accepting applications until the position is filled.

Only candidates selected for an interview will be contacted.

EEO Statement

Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.

Minimum Salary

$ 93,000.00

Maximum Salary

$ 112,000.00