Toronto, ON

Hybrid (4 Days WFO)

Role Description:

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)