Business Systems Analyst, Contact Centre

Business Systems Analyst, Contact CentreBusiness Analyst – Real-Time Agent AssistLocation: Toronto (Hybrid, 4 days in office) | Practice Area: Business Consulting | Type: PermanentDrive impactful contact centre transformation with real-time insightsThe RoleWe’re seeking a Business Analyst to support the design and implementation of a Real-Time Agent Assist capability within a major banking contact centre. You’ll 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 You’ll DoCollaborate with vendor partners to support solution design and successful implementationGather and document business requirements from cross-functional teams across the bankCreate, analyse, and modify end-to-end process maps and business rulesDevelop and maintain Data Dictionaries and Interface AgreementsEngage and manage diverse stakeholder groups across the organisationWhat We’re Looking ForProven experience as a Business Analyst in large-scale transformation or technology projectsStrong documentation skills, including process maps, business rules, and data dictionariesExperience in stakeholder management across complex organisational structuresAbility to translate business needs into clear functional specificationsStructured and analytical mindset with a collaborative approach to problem-solvingBonus Points ForExperience working within a contact centre environment or supporting contact centre initiativesFamiliarity with Real-Time Agent Assist or AI-powered call support technologiesPrevious involvement in vendor-led solution deliveryUnderstanding of interface agreement processes in enterprise settingsExposure to financial services or banking sector projectsWhy Join CapcoDeliver high-impact technology solutions for Tier 1 financial institutionsWork in a collaborative, flat, and entrepreneurial consulting cultureAccess continuous learning, training, and industry certificationsBe part of a team shaping the future of digital financial servicesHelp shape the future of digital transformation across FS & EnergyBenefitsCore Benefits: Discretionary performance bonus; RRSP matching; extended health, dental, and vision coverage; life insurance and critical illness protectionHybrid working model (office / remote), with 4 days in officeGenerous vacation policy, plus statutory holidays; paid parental, adoption, and family leaveWellness & Mental Health: Employee Assistance Program; virtual mental health/wellness support; coverage for paramedical services and virtual careLearning & Development: Professional development budget for certifications, workshops, conferences; internal coaching, mentorship, and learning programs; gym/fitness reimbursement or partnerships; discounts or membershipsInclusion at CapcoWe’re committed to a barrier-free, inclusive recruitment process. If you need any adjustments at any stage, just let us know – we’ll 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.Privacy Notice AcknowledgementCapco Job Candidate Privacy Notice Acknowledgement: Individuals seeking employment at Capco are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Completion of the form is voluntary and will not be considered in the hiring process. Any information provided will be kept confidential. By acknowledging this notice, you consent to Capco collecting, storing, and processing your responses for demographic data surveys. #J-18808-Ljbffr