Business Analyst (Contact Center, IVR)

Apptoza Inc.; Toronto; On-site; CAD 80,000 - 100,000; Full time

Job summary

Apptoza Inc. is seeking a Business Analyst to drive business systems analysis in Ontario, Canada. This role involves collaborating with various teams to understand business needs and translate them into system requirements, and supporting the design and delivery of digital contact center solutions.

The ideal candidate should have 8 years of experience in BFSI, expertise in requirements gathering, as well as a solid understanding of banking regulatory requirements. Skills in JIRA, Confluence, and Agile methodologies are essential for this long-term contract role.

Qualifications

• 8 years of experience as a Business Systems Analyst in BFSI.
• Hands-on experience with omnichannel contact center solutions.
• Deep understanding of retail and commercial banking contact center operations.

Responsibilities

• Collaborate with teams to understand business needs and translate them into system requirements.
• Support requirements and solution design across omnichannel contact center platforms.
• Participate in Agile Scrum ceremonies and support production readiness activities.

Skills

Business Systems Analysis

Digital Contact Center Platforms

API-based Integrations (REST)

Regulatory, Security, Compliance Standards

Agile/Safe Delivery Experience

Data Analysis and Reporting

Tools

JIRA

Confluence

Azure DevOps

Visio

Job description

Role: Business Analyst (Contact Center, IVR)

Location: Toronto, ON

Duration: Long Term Contract

Job 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 closely with architects and vendors on platform capabilities, configuration, and upgrades.
  • Support contact center transformations including cloud migration and legacy modernization.
• Delivery Agile Execution
  • Participate in Agile Scrum ceremonies: backlog grooming, sprint planning, demos, and retrospectives.
  • Break down requirements into epics, features, and user stories with acceptance criteria.
  • Support SIT, UAT, and production readiness activities: triage defects and clarify requirements.
• Risk, Compliance Controls (Banking)
  • Ensure solutions comply with banking regulatory requirements, data privacy, security, and risk policies.
  • Support audit, access control, data residency, and SOX regulatory documentation.
  • Identify risks and dependencies early and work with stakeholders to mitigate them.
• Stakeholder / Vendor Management
  • Act as a single point of contact for business stakeholders for assigned capabilities.
  • Coordinate with vendor teams, offshore delivery teams, and enterprise platforms.
  • Support executive-level communication through structured decks, summaries, and readouts.

Required Skills / Qualifications

• 8 years of experience as a Business Systems Analyst in BFSI.
• Strong experience in Digital Contact Center Customer Engagement platforms.
• Hands‑on experience with omnichannel contact center solutions (voice, digital).
• CRM Case Management integrations.
• API‑based integrations (REST).
• Expertise in requirements gathering, process modeling, and documentation.
• Banking Domain Knowledge: deep understanding of retail and commercial banking contact center operations.
• Familiarity with regulatory, security, and compliance standards in banking.
• Experience working in large enterprise delivery environments.
• Agile/Safe delivery experience.
• Tools: JIRA, Confluence, Azure DevOps, Visio.
• Strong data analysis and reporting skills.

Nice‑to‑Have Skills

• Cloud Contact Center platforms (Genesys, NICE, Five9, Amazon Connect, etc.).
• Exposure to GenAI, conversational AI, chatbots, and voice analytics.
• Experience with contact center analytics, KPIs, and workforce optimization.
• Prior experience in large Canadian banks or Tier‑1 BFSI clients.