Vacancy Description
Business Systems Analyst – Omnichannel ContactCenter Platforms
Toronto, ON | Hybrid (4 Days WFO)
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 with architects and vendors on platform capabilities, configuration, and upgrades
- Support contact center transformatio...
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