Business Systems Analyst (BSA) – Contact Center, CRM, AI

Job Title: Business Systems Analyst (BSA) Contact Center CRM AI

Primary Skills

Business Analysis Contact Center Technology CRM Integration IVR / Voice Platforms Digital Channels API Integration GenAI Enhancements

Job Overview

Client is seeking an experienced Business Systems Analyst (BSA) to support initiatives across Contact Center modernization CRM integrations omnichannel platforms analytics and GenAI-driven enhancements. The role involves bridging business and technology teams to deliver scalable secure and customer-centric contact center solutions.

Role Description Key Responsibilities

1. Business Systems Analysis

• Collaborate with Contact Center Operations Product Owners CX Compliance and Technology teams
  
• Elicit analyze document and manage business functional and non-functional requirements (BRD FRD user stories)
  
• Perform impact analysis across contact center platforms and integrated systems
  

2. Digital Contact Center Technology

• Support omnichannel contact center solutions including:
  
• Voice (IVR ACD call routing)
  
• Digital channels (Chat Email SMS Social Bots)
  
• Work on CRM and Case Management integrations
  
• Support platform configuration upgrades and vendor coordination
  
• Assist in cloud migration and legacy modernization initiatives
  

3. Agile Delivery Execution

• Participate in Agile/Scrum ceremonies (sprint planning grooming demos retrospectives)
  
• Translate requirements into epics features and user stories with acceptance criteria
  
• Support SIT UAT and production readiness activities
  
• Perform defect triage and requirement clarification
  

4. Risk Compliance & Controls (Banking)

5. Stakeholder & Vendor Management

Required Skills & Qualifications

Core Experience

• 8 years as a Business Systems Analyst (BSA) in BFSI domain
  
• Strong experience in Digital Contact Center / Customer Engagement platforms
  
• Hands-on experience with:
  
• Omnichannel contact center solutions (voice digital)
  
• CRM & case management integration
  
• API-based integrations (REST)
  
• Strong expertise in requirements gathering process modeling and documentation
  

Banking Domain Knowledge

• Strong understanding of retail/commercial banking contact center operations
  
• Familiarity with regulatory security and compliance standards
  
• Experience in large enterprise environments
  

Tools & Methodologies

• Agile / SAFe delivery experience
  
• Tools: JIRA Confluence Azure DevOps Visio
  
• Strong data analysis and reporting skills
  

Nice to Have

• Experience with contact center platforms: Genesys NICE Five9 Amazon Connect
  
• Exposure to GenAI conversational AI chatbots voice analytics
  
• Contact center KPIs and workforce optimization
  
• Experience in Tier-1 Canadian banks or BFSI organizations