Business Systems Analyst, Contact Centre

Business Analyst Real-Time Agent Assist

Location: Toronto (Hybrid 4 days in office) Practice Area: Business Consulting Type: Permanent

Drive impactful contact centre transformation with real-time insights

The Role
Were seeking a Business Analyst to support the design and implementation of a Real-Time Agent Assist capability within a major banking contact centre. Youll engage with a third-party vendor to shape the solution and play a central role in aligning multiple teams across the bank. This is a high-visibility opportunity for someone with strong analytical thinking documentation skills and stakeholder management experience.

What Youll Do

• Collaborate with vendor partners to support solution design and successful implementation

• Gather and document business requirements from cross-functional teams across the bank

• Create analyse and modify end-to-end process maps and business rules

• Develop and maintain Data Dictionaries and Interface Agreements

• Engage and manage diverse stakeholder groups across the organisation

What Were Looking For

• Proven experience as a Business Analyst in large-scale transformation or technology projects

• Strong documentation skills including process maps business rules and data dictionaries

• Experience in stakeholder management across complex organisational structures

• Ability to translate business needs into clear functional specifications

• Structured and analytical mindset with a collaborative approach to problem-solving

Bonus Points For

• Experience working within a contact centre environment or supporting contact centre initiatives

• Familiarity with Real-Time Agent Assist or AI-powered call support technologies

• Previous involvement in vendor-led solution delivery

• Understanding of interface agreement processes in enterprise settings

• Exposure to financial services or banking sector projects

Why Join Capco

• Deliver high-impact technology solutions for Tier 1 financial institutions

• Work in a collaborative flat and entrepreneurial consulting culture

• Access continuous learning training and industry certifications

• Be part of a team shaping the future of digital financial services

• Help shape the future of digital transformation across FS & Energy

We offer a competitive peoplefirst benefits package designed to support every aspect of your life in Toronto:

Core Benefits:

• Discretionary performance bonus; RRSP matching; extended health dental and vision coverage.

• Life insurance and critical illness protection.

WorkLife & Flexibility:

• Hybrid working model (office / remote) with 4 days in office

• Generous vacation policy plus statutory holidays; paid parental adoption and family leave.

Wellness & Mental Health:

• Employee Assistance Program; virtual mental health/wellness support.

• Coverage for paramedical services (e.g. physiotherapy chiropractor) and virtual care.

Learning & Development:

• Professional development budget for certifications workshops conferences.

• Internal coaching mentorship and learning programs.

Extra Perks:

• Gym / fitness reimbursement or partnerships.

• Discounts or memberships (e.g. wellness apps software tools).

Inclusion at Capco
Were committed to a barrier-free inclusive recruitment process. If you need any adjustments at any stage just let us know well be happy to help. We welcome applicants from all backgrounds. At Capco we value the difference you make and the differences that make you. Our #BeYourselfAtWork culture champions diversity equity and inclusivity and we bring a collaborative mindset to our partnerships with clients and colleagues. #BeYourselfAtWork is the cornerstone of our success and a value that our employees live and breathe every day.