Business Systems Analyst (Contact Center)

Position Description

This role is hybrid and requires you to be at our downtown Toronto office and/or Client office at a minimum of 2 days per week – subject to change at any time.

Responsibilities

Requirements Gathering & Analysis

• Collaborate with business stakeholders to elicit, analyze, and document requirements
• Conduct workshops and meetings to understand business processes and needs
• Translate business requirements into functional and technical specifications

Documentation & Communication

• Create and maintain detailed documentation in Confluence
• Prepare business requirement documents (BRDs), functional specs, and user stories
• Develop data mapping sheets for system integrations and transformations
• Clearly communicate requirements to development, QA, and other teams

API & Data Design

• Design and define API specifications (RE...