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Business Systems Analyst Contact Center AI Modernization
Job Location:
Monthly Salary:
Not provided by the employer
Monthly Salary:
Experience Required:
3-5years
Experience Required:
Posted:
24 May 2026 (30+ days ago)
Posted:
Application Deadline:
21 August 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
We are supporting a major Canadian bank contact center modernization program focused on CCaaS platforms AI-enabled workflows customer / agent journey modernization and enterprise system integration.
Employment Type: 6-week PoC contract with high extension possibility upon implementation
Location: Remote but MUST be physically located in Canada
Role Overview
The role will gather analyze and document business requirements across contact center modernization initiatives bridging business requirements and technical implementation. You will translate functional needs journeys and business requirements into system specifications integration requirements data flows and technical documentation.
What Youll Do:
- Elicit and document business requirements from stakeholders.
- Analyze current-state and future-state contact center processes and systems integrations workflows and data flows. Support customer and agent journey analysis.
- Translate business needs into user stories business requirements and functional specifications.
- Translate business and functional requirements into system-level specifications.
- Prioritize requirements and use cases based on business value.
- Document integration requirements across CCaaS CRM IVR telephony reporting knowledge management and enterprise applications.
- Partner with architecture business technical and delivery teams to clarify scope and feasibility.
- Create system context diagrams process flows interface specifications and technical requirement documents.
- Identify process gaps risks dependencies and improvement opportunities.
- Support testing traceability defect triage and requirements validation.
- Support workshops interviews documentation reviews and stakeholder alignment sessions.
Requirements
- CCaaS contact center / IVR experience with Amazon Connect (highly preferred) Genesys NICE Five9 Cisco Avaya or similar - MUST.
- Business analysis experience in technology operations CX or contact center environments.
- Experience with AI automation chatbot virtual agents or customer service transformation.
- Strong ability to translate business requirements into structured technical / system specifications.
- Experience with integrations APIs data flows system mapping and technical documentation.
- Strong requirements elicitation documentation and prioritization skills.
- Experience working with business and technical stakeholders.
- Strong communication facilitation and analytical skills.
- Financial services banking telecom or large enterprise experience.
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Required Skills:
- Business analysis experience in technology operations CX or contact center environments. - Contact center CCaaS IVR CRM or digital servicing experience. - Experience with Amazon Connect is highly preferred. Strong requirements elicitation documentation and prioritization skills. - Experience working with business and technical stakeholders. - Ability to translate business problems into structured requirements. - Strong communication facilitation and analytical skills. - Exposure to AI automation chatbot virtual agent or workflow improvement initiatives. - Financial services banking telecom or large enterprise experience.
