Job Description


Job Title: Business Systems Analyst – IVR & Contact Center

Location: Toronto - Hybrid - Fulltime

Key Responsibilities:


  • Business System Analyst with IVR and Contact Center knowledge

  • Technical – Java API and Data Management understanding.

  • Strong understanding of IVR technologies (, Genesys Cloud, Cisco IVR, NICE, Amazon Connect).
  • Experience with integration with contact center systems and Call flows
  • Proficiency in process mapping, requirements gathering, and stakeholder management.

  • Familiarity with tools such as JIRA, Confluence, and MS Visio.

  • Excellent communication and documentation skills.

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