Contact center Business analyst

6 days ago

Toronto, Ontario, Canada Cognizant Technology Solutions Full time $74,000 - $117,000 per year

As a Contact Center Business Analyst, you will make an impact by interpreting business requirements and translating them into functional specifications that guide design, programming, and testing teams. You will be a valued member of the Contact Center Transformation team and work collaboratively with internal stakeholders, IT teams, and analytics partners.

In this role, you will:
  • Shape a forward-looking roadmap across ACD, IVR, CTI, omnichannel, and CRM.
  • Generate detailed requirement specifications and functional data models.
  • Evaluate and pilot AI/automation solutions including virtual agents, chatbots, and intelligent routing.
  • Drive API/integration patterns across portals and regulatory systems ensuring scalability and security.
  • Partner with Data & Analytics to embed contact center insights into decision-making and optimize self-service tools.
Work model:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role's business requirements, this is an onsite position requiring regular presence in a client or Cognizant office in Toronto, Canada.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you're engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered:
  • Experience in Contact Center domain as a Business Analyst, Product Owner, or Product Manager.
  • Strong communication, collaboration, and stakeholder management skills.
  • Ability to document requirements in formats such as system specifications, data models, and network design schematics.
  • Experience conducting feasibility studies and impact analysis across business units.
  • Proficiency in designing functional and detailed technical specifications aligned with service level requirements.
These will help you stand out:
  • Experience launching and optimizing self-service tools such as patient portals and dynamic FAQs.
  • Ability to apply predictive analytics to personalize customer journeys and elevate high-value touchpoints.
  • Knowledge of CX best practices and embedding them into contact center operations.
  • Experience with AI/automation technologies including RPA and intelligent routing.
  • Understanding of integration patterns and security best practices in enterprise environments.

Applications will be accepted until Nov 30, 2025.

The annual salary for this position is between $74,000 – $117,000 depending on experience and other qualifications of the successful candidate.

Benefits:

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

  • Medical/Dental/Vision/Life Insurance
  • Paid holidays plus Paid Time Off
  • 401(k) plan and contributions
  • Long-term/Short-term Disability
  • Paid Parental Leave
  • Employee Stock Purchase Plan.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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