Business Systems Analyst - Contact Center

Role: Business Systems Analyst - Contact Center Work Location: Toronto, ON - Hybrid (4 Days WFO) Role Description: Key Responsibilities: 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 closely with architects and vendors on platform capabilities, configuration, and upgrades. Support contact center transformations, including cloud migration and legacy modernization. Delivery...

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