Business Systems Analyst – Omnichannel ContactCenter Platforms at Astra North Infoteck Inc. — NeverHard

Business Systems Analyst – Omnichannel ContactCenter Platforms Toronto, ON Hybrid (4 Days WFO) Role Description: Business Systems Analysis: Collaborate with Contact Center Operations, Product Owners, CX, Compliance, and Technology teams to understand business needs and translate them into system requirements Elicit, analyze, document, and manage business, functional, and non-functional requirements (BRD, FRD, user stories) Perform impact analysis across contact center platforms, downstream systems, and integrations Digital Contact Center Technology: Support requirements and solution design across omnichannel contact center platforms including: Voice (IVR, ACD, call routing) Digital channels (Chat, Email, SMS, Social, Bots) CRM and Case Management integrations Work with architects and vendors on platform capabilities, configuration, and upgrades Support contact center transformation initiatives including cloud migration and legacy modernization Delivery / Agile Execution: Participate in Agile/Scrum ceremonies (backlog grooming, sprint planning, demos, retrospectives) Break down requirements into epics, features, and user stories with acceptance criteria Support SIT, UAT, and production readiness activities, including defect triage and requirement clarification Risk, Compliance & Controls (Banking): Ensure compliance with banking regulatory requirements, data privacy, security, and risk policies Support audit, access control, data residency, and SOX documentation Identify risks and dependencies and coordinate mitigation with stakeholders Stakeholder & Vendor Management: Act as single point of contact for business stakeholders for assigned capabilities Coordinate with vendor teams, offshore teams, and enterprise platforms Support executive communication through structured reports, decks, summaries, and readouts Required Skills / Qualifications: Core Skills: 8+ years of experience as a Business Systems Analyst in BFSI Strong experience in digital contact center and customer engagement platforms Omnichannel contact center solutions (voice, digital) CRM and case management integrations API-based integrations (REST) Requirements gathering, process modeling, and documentation Banking Domain: Strong understanding of retail/commercial banking contact center operations Knowledge of regulatory, security, and compliance standards in banking Experience in large enterprise delivery environments Delivery Tools: Agile / SAFe delivery experience JIRA, Confluence, Azure DevOps, Visio Strong data analysis and reporting skills Nice to Have: Cloud contact center platforms (Genesys, NICE, Five9, Amazon Connect) GenAI, conversational AI, chatbots, voice analytics exposure Contact center analytics, KPIs, workforce optimization Experience in Canadian banks or Tier-1 BFSI clients