Business Systems Analyst, Contact Centre

**Business Analyst - Real-Time Agent Assist**

**Location: Toronto (Hybrid, 4 days in office)** | **Practice Area**: Business Consulting | **Type**: Permanent

**Drive impactful contact centre transformation with real-time insights**

**The Role**
We’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 Do**
- Collaborate with vendor partners to support solution design and successful implementation
- Gather and document business requirements from cross-functional teams across the bank
- Create, analyse, and modify end-to-end process maps and business rules
- Develop and maintain Data Dictionaries and Interface Agreements
- Engage and manage diverse stakeholder groups across the organisation

**What We’re Looking For**
- Proven experience as a Business Analyst in large-scale transformation or technology projects
- Strong documentation skills, including process maps, business rules, and data dictionaries
- Experience in stakeholder management across complex organisational structures
- Ability to translate business needs into clear functional specifications
- Structured and analytical mindset with a collaborative approach to problem-solving

**Bonus Points For**
- Experience working within a contact centre environment or supporting contact centre initiatives
- Familiarity with Real-Time Agent Assist or AI-powered call support technologies
- Previous involvement in vendor-led solution delivery
- Understanding of interface agreement processes in enterprise settings
- Exposure to financial services or banking sector projects

**Why Join Capco**
- Deliver high-impact technology solutions for Tier 1 financial institutions
- Work in a collaborative, flat, and entrepreneurial consulting culture
- Access continuous learning, training, and industry certifications
- Be part of a team shaping the future of digital financial services
- Help shape the future of digital transformation across FS & Energy

We offer a competitive, people‑first benefits package designed to support every aspect of your life in Toronto:
**Core Benefits**:

- Discretionary performance bonus; RRSP matching; extended health, dental, and vision coverage.
- Life insurance and critical illness protection.

**Work‑Life & Flexibility**:

- Hybrid working model (office / remote), with 4 days in office
- Generous vacation policy, plus statutory holidays; paid parental, adoption, and family leave.

**Wellness & Mental Health**:

- Employee Assistance Program; virtual mental health/wellness support.
- Coverage for paramedical services (e.g. physiotherapy, chiropractor) and virtual care.

**Learning & Development**:

- Professional development budget for certifications, workshops, conferences.
- Internal coaching, mentorship, and learning programs.

**Extra Perks**:

- GyM/Fitness reimbursement or partnerships.
- Discounts or memberships (e.g. wellness apps, software tools).

**Inclusion at Capco**
We’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.