Business Systems Analyst

Community Trust Company; Canada; On-site; CAD 60,000 - 70,000; Full time

Benefits offered by this job

Health benefits

Hybrid work environment

Career growth opportunities

Job summary

Questrade Financial Group is seeking a Business Systems Analyst to join a hybrid team that drives the evolution of contact center platforms like Genesys Cloud. You will translate business needs into engineering specs, support AI-powered tools, and maintain clear documentation across the project lifecycle.

Ideal candidates have 2–3 years as a Business Analyst in tech/financial services, strong knowledge of contact center tech, and proficiency with Confluence/JIRA/Miro/Visio.

Qualifications

• Post-secondary degree or diploma in Business, Computer Science, Information Systems, or a related field.
• 2–3 years of experience as a Business Analyst in tech or financial services.
• Hands-on experience with Genesys Cloud in administration, routing, reporting, or optimization.
• Familiar with AI-driven contact center platforms and agent assist tools.
• Strong knowledge of contact center technology, operations, and terminology.
• Ability to capture, document, and manage business and functional requirements with clarity.
• Create process flows, swim lanes, user stories, and use cases for diverse audiences.
• Experience supporting engineering with planning artifacts, acceptance criteria, and sprint ceremonies.
• Excellent written and verbal communication bridging stakeholders and tech teams.
• Proficient with Confluence, JIRA, Miro, Visio or equivalents.

Responsibilities

• Configure and support the Genesys Cloud contact center platform for routing, reporting, and admin tasks.
• Collaborate with technical teams to implement AI-powered support and agent tools.
• Elicit, capture, and document detailed business and functional requirements.
• Create and maintain process flows, user stories, and workflow docs for engineers.
• Lead requirements workshops and stakeholder interviews.
• Translate business requirements into technical specs for engineering teams.
• Support sprint planning, backlog grooming, and delivery coordination.
• Identify gaps between current and future processes and propose scalable solutions.
• Support UAT and validate delivered features against business intent.
• Maintain living documentation with traceability from requirements to delivery.

Skills

Business analysis

Agile/Scrum

Communication

Education

Post-secondary degree or diploma in Business/CS/IS

Tools

Genesys Cloud

Confluence

JIRA

Miro

Visio

Job description

Job Description

Posted Monday, July 20, 2026 at 4:00 AM

Questrade Financial Group (QFG), through its companies - Questrade, Questbank, Questrade Wealth Management, Community Trust Company, Zolo, and Flexiti, provides securities and foreign currency investment, professionally managed investment portfolios, mortgages, real estate services, financial services and more. We use cutting‑edge technology to help Canadians become much more financially successful and secure.

At QFG, we combine human‑centric collaboration with AI‑driven innovation to redefine financial services. The ideal candidate will be a catalyst for change, using AI to transform and deliver unparalleled customer experiences and shaping a future where AI empowers our teams to do their best work.

Join our diverse, inclusive, and hybrid workplace to unleash your creativity and nurture your curiosity without limits. If you share this sense of infinite possibility, come shape your future at QFG.

What’s in it for you as an employee of QFG?

Health & wellbeing resources and programs

Paid vacation, personal, and sick days for work‑life balance

Competitive compensation and benefits packages

Work‑life balance in a hybrid environment with at least 3 days in office

Career growth and development opportunities

Opportunities to contribute to community causes

Work with diverse team members in an inclusive and collaborative environment

We’re looking for our next Business Systems Analyst. Could It Be You?

We're building something big and we need the right person to help us get there. As our next Business Analyst, you'll sit at the intersection of technology and business, driving the evolution of our contact center platforms and shaping the tools that our teams rely on every day.

If you're energized by solving complex problems, love translating ideas into action, and want to make a real impact on how we support our customers this is your opportunity.

In this role, you'll be a critical force behind our contact center technology ecosystem, including Genesys Cloud and Decagon, helping us deliver smarter, faster, and more connected experiences for both our agents and our clients.

In this role, responsibilities include but are not limited to:

Configuring and supporting the Genesys Cloud contact center platform, including routing, reporting, and administration, to ensure reliable and optimized operations across the team.

Partnering with technical teams on the implementation and optimization of AI‑powered support and agent tools, helping to unlock smarter, more efficient customer interactions.

Eliciting, capturing, and documenting detailed business and functional requirements from stakeholders across the organization, ensuring alignment between business goals and technology deliverables.

Creating and maintaining clear process flows, user stories, and workflow documentation that give engineering teams everything they need to build with precision and confidence.

Facilitating requirements workshops and stakeholder interviews, leading structured sessions that surface the right insights and drive consensus on priorities and outcomes.

Translating business requirements into technical specifications for engineering teams, serving as the interpretive layer between what stakeholders want and what developers build.

Assisting with sprint planning, backlog grooming, and delivery coordination alongside engineers, helping the team stay organized, focused, and on track throughout each sprint cycle.

Identifying gaps between current and future state processes and recommend practical, scalable solutions that move the business forward without unnecessary complexity.

Supporting user acceptance testing (UAT) and validation of delivered features, ensuring that every release meets the original business intent before it reaches production.

Maintaining living documentation and ensuring full traceability from requirements through to delivery, keeping a clear and current record of decisions, changes, and outcomes.

So are YOU our next Business Systems Analyst? You are if you…

Hold a post‑secondary degree or diploma in Business, Computer Science, Information Systems, or a related field — or bring equivalent hands‑on experience that speaks for itself.

Bring 2–3 years of experience as a Business Analyst, ideally within a technology or financial services environment where the pace is fast and the stakes are high.

Have hands‑on experience with Genesys Cloud — whether in administration, routing configuration, reporting, or platform optimization — and know your way around its core capabilities.

Are familiar with AI‑driven contact center or agent assist platforms and understand how these tools are transforming modern customer support operations.

Possess strong knowledge of contact center technology, operations, and terminology — you speak the language and understand the environment inside and out.

Have demonstrated ability to capture, document, and manage both business and functional requirements with precision, structure, and stakeholder alignment.

Are skilled at creating process flows, swim lane diagrams, user stories, and use cases that clearly communicate complex workflows to diverse audiences.

Can confidently support engineering teams with planning artifacts, acceptance criteria, and sprint ceremonies, keeping delivery on track and the team well‑informed.

Communicate with clarity and impact — both in writing and in conversation — bridging the gap between business stakeholders and technical teams with ease.

Are experienced working in Agile/Scrum delivery environments and thrive in iterative, collaborative settings where priorities evolve and teamwork drives results.

Are proficient with tools like Confluence, JIRA, Miro, Visio, or equivalent platforms that support documentation, planning, and cross‑team collaboration.

Compensation Information:

Base salary range: $60,000 - $70,000

The final compensation package will be commensurate with the successful candidate’s experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full‑Time Permanent roles.

Questrade Financial Group of companies Applicant Tracking System utilizes artificial intelligence (AI) for application screening. The AI system operates on predetermined criteria, with final decisions subject to human review.

Candidates selected for an interview will be contacted directly. If you require accommodation during the recruitment/selection process, please let us know and we will work with you to meet your needs.

5700 Yonge St, North York, ON M2M 4K2, Canada