Senior Contact Center BSA: IVR, Routing & CX Expert

BrainRidge Consulting; Toronto; Presencial; CAD 90 000 - 120 000; Tempo integral

Resumo da oferta

BrainRidge Consulting is seeking a talented Business Systems Analyst (BSA) with contact center expertise to join our FinTech-focused technology consulting team. You will bridge business goals with technology, turning complex routing, IVR, and omnichannel requirements into detailed specs.

You will collaborate with contact center operations, stakeholders, architects, developers and delivery teams to ensure successful end-to-end implementations, cloud migrations and CRM integrations.

Qualificações

• 5+ years in business systems analysis or related consulting roles.
• 3+ years as a BSA on contact center technology projects (IVR, routing, agent desktops).
• Experience integrating contact center platforms with CRM systems via REST APIs.

Responsabilidades

• Gather, analyze and document business and system requirements with sponsors and stakeholders.
• Document IVR/IVA call flows, routing, queues, and omnichannel channels (voice, chat, email, SMS).
• Translate requirements into functional specs and user stories for Agile delivery teams.
• Support CC platform implementations, upgrades and cloud migrations (Genesys Cloud, NICE CXone, Amazon Connect, Five9).
• Define requirements for CTI and CRM integrations (Salesforce Service Cloud, Dynamics).
• Document workforce tools and KPIs, including WFM, quality, and analytics.
• Ensure QA, UAT and deployment readiness with clear handoffs to delivery teams.

Conhecimentos

Contact center domain knowledge

Requirements gathering

Agile / Jira

SQL querying

Technical writing

Stakeholder engagement

Ferramentas

Genesys Cloud

NICE CXone

Amazon Connect

Salesforce CRM

MS Dynamics

Descrição da oferta de emprego

BrainRidge Consulting is seeking a talented Business Systems Analyst (BSA) with contact center expertise to join our FinTech-focused technology consulting team. You will bridge business goals with technology, turning complex routing, IVR, and omnichannel requirements into detailed specs.

You will collaborate with contact center operations, stakeholders, architects, developers and delivery teams to ensure successful end-to-end implementations, cloud migrations and CRM integrations.