Position Summary

The Business Systems Analyst at Maximus Canada acts as a strategic bridge between business needs and advanced technology solutions, leveraging artificial intelligence (AI), automation, and data analytics to drive operational excellence and digital transformation. This role ensures that technology investments directly support Maximus Canada’s business objectives, improve productivity, and enhance overall performance across omni-channel platforms such as Genesys Cloud CX.

Your typical week at Maximus (what the duties entail):

Technology Alignment & Business Value

• Ensure all technology solutions—including AI-powered features—meet Maximus Canada’s business objectives, drive measurable productivity gains, and enhance contact center performance.
• Conduct strategic analysis of the contact center, identifying opportunities for automation and AI solutions that improve customer experience and operational efficiency.

Requirements & Solution Design

• Gather and document business and technical requirements from stakeholders and end users.
• Map user journeys, design process flows, and create epics and user stories for development teams.
• Translate business requirements into CCaaS and AI solution specifications.

CCaaS AI Integration & Implementation

• Collaborate with Cloud Engineers, Solutions Analysts and platform teams to design, develop, and deploy CCaaS and AI solutions tailored to Maximus Canada’s needs.
• Integrate AI features (e.g. virtual agents, auto-QA, summarization) into CCaaS platforms, ensuring seamless handoff between Virtual and human agents.
• Lead testing and validation of CCaaS and AI systems, monitoring performance and iterating based on feedback and analytics.

Validation & Testing

• Design automated and manual test workflows, including detailed test cases.
• Schedule and validate User Acceptance Testing (UAT) sessions with clients, ensuring solutions meet business needs.
• Validate both automated and manual test workflow runs for accuracy and completeness.

Stakeholder Management & Change Adoption

• Manage stakeholder relations, ensuring clear communication and alignment throughout project lifecycles.
• Lead organizational change management for CCaaS AI projects, including readiness assessments, communication plans, and training for end users and stakeholders.
• Participate in Change Advisory Board (CAB) meetings and client demonstrations as required.

Governance, Documentation & Training

• Develop and maintain team naming conventions and documentation standards.
• Ensure AI solutions comply with data privacy, security, and regulatory requirements.
• Monitor and address issues related to AI fairness, transparency, and explainability.
• Conduct regular training sessions for team members on new tools, processes, and AI capabilities.

Performance Monitoring & Collaboration

• Define and track KPIs for AI and CCaaS initiatives, using advanced analytics and visualization tools (e.g., Power BI, Microsoft Fabric) to measure impact and ROI.
• Monitor and report on project progress, performance metrics, and business outcomes.
• Collaborate with IT and other departments to ensure seamless integration of new systems and solutions.
• Identify and architect solutions to remove technical debt and improve system integration.

What you offer us

• Proven experience in business analysis, with hands-on exposure to AI and integration projects in contact center or SaaS environments.
• Nice to have: Genesys Cloud Certified Professional or AWS Connect Communications Specialist.

Knowledge Skills and Abilities

• Strong understanding of AI concepts, data modeling, and analytics platforms.
• Experience with CCaaS platforms (e.g., Genesys Cloud), cloud services, and API integrations.
• Genesys Cloud Certified Business Analyst or Genesys Cloud Certified Associate.
• Proficiency in requirements gathering, process modeling, and solution documentation.
• Excellent communication, stakeholder engagement, and change management skills.

Education and Experience

• Bachelor’s degree in business, Computer Science, or related field.

Other

• Must be able to pass a Criminal Record Check
• Must be eligible for Ontario and Federal Security clearances.

What we offer you

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following:

• Competitive market-based salaries
• Comprehensive employer-paid benefits from day one
• Competitive vacation allowance
• Group Retirement Savings Plan
• Hybrid and remote work environments in Canada
• Workplace Telework allowance
• Annual paid bonus based on overall company performance
• Employee appreciation events

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 and gender identities recognizing that this is paramount for the growth and success of our organization.