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.