Business Systems Analysis –Call Center

Join to apply for the Business Systems Analysis – Call Center role at Apex Systems. Get AI-powered advice on this job and more exclusive features. Client & Location Client: Big 5 BankLocation: Hybrid Toronto, Ontario Terms Duration: 6 Month Contract, possibility of extension Hours: Monday-Friday, 9am-5pm. 37.5 hours per week. Application Process Please send your resume in Word format and your completed skills matrix to Beth at [email protected] referencing Business Systems Analysis – Call Center. Key Responsibilities Elicit, analyze, and document business and system requirements for Agentic AI and Contact Centre technology projects. Collaborate with Product Owners, Business Stakeholders, Tech/Dev, UX/UI, and Operations teams to define technical and functional requirements. Document and interpret end-to-end API integrations, including requirements definition, data mapping, and interface specifications. Design and document data & process flows, mapping business processes to system capabilities and data sources. Experience in using UML to design use case diagrams. Provide subject matter expertise on Agent Desktop platforms and Contact Centre operations. Ensure solutions are aligned with industry best practices and regulatory requirements in banking. Develop detailed user stories, process flows, and technical specifications to guide development teams. Facilitate workshops, stakeholder interviews, and presentations to communicate findings and recommendations. Support quality assurance and user acceptance testing through requirements traceability and defect triage. Contribute to change management and adoption strategies for new AI-driven processes and tools. Qualifications Diploma or degree in Computer Science, Information Systems, Business, or a related field. 5+ years of combined experience as a Business Systems Analyst and Business Analyst, with recent focus on Contact Centre technology. Experience with Natural Language, Voice Bots, Passive Voice Biometrics. Experience in a Big 5 Bank or Enterprise level bank (i.e. 5K+ employees). Experience writing BRDs, SRDs, use cases including Acceptance Criteria, Product Backlogs. Comfortable with both Waterfall and Agile environments. Proven experience with Agentic AI, automation, and Agent Desktop solutions. Strong API integration and data mapping skills, including experience with RESTful APIs and data transformation. In-depth understanding of contact Centre platforms (e.g., Genesys, NICE, Avaya, Five9, or similar). Solid grasp of banking operations, compliance, and regulatory requirements. Demonstrated ability to translate business needs into technical requirements and solution designs. Excellent communication, facilitation, and stakeholder management skills. Experience working in agile environments and cross-functional teams. Benefits Apex offers a range of supplemental benefits including medical, dental, vision, life, disability, and other insurance plans. Employee Stock Purchase Program (ESPP) and a 401K program with company match after 12 months of tenure. Health Savings Account (HSA) and support programs. Professional development opportunities with on-demand training and certification prep. Equal Opportunity Statement Apex Systems is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected]. UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Apex Systems. #J-18808-Ljbffr