Business Systems Analyst, Contact Centre

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 Benefits Core Benefits: Discretionary performance bonus; RRSP matching; extended health, dental, and vision coverage; life insurance and critical illness protection 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 and virtual care Learning & Development: Professional development budget for certifications, workshops, conferences; internal coaching, mentorship, and learning programs; gym/fitness reimbursement or partnerships; discounts or memberships 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. Privacy Notice Acknowledgement Capco 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