Business Systems Analysis –Call Center

Job#: 3009156

Job Description:

Business Systems Analysis –Call Center

Apex Systems is a global IT services provider and our staffing practice has an opening for a Business Systems Analysis –Call Center responsible for providing technical expertise for service delivery and operations for the project management office tools and systems at our client at our client, a Big Five Bank.

Client: Big 5 Bank

Location: Hybrid Toronto, Ontario-

Terms: 6 Month Contract, Strong possibility of extension based on project budget & candidate performance.

Hours: Monday-Friday, 9am-5pm. 37.5 hours per week.

Application Process: Please send your resume in Word format and your completed skills matrix to Beth [email protected] and reference Business Systems Analysis –Call Center

The Consultant, Business Systems Analysis is responsible for working on complex issues involving one or more technical areas, mentoring employees and performing tasks of advanced technical depth and breadth. The Consultant, Business Systems Analysis exercises independent judgement to continuously improve the existing program and project management discipline, providing consulting to IT and Business Management on applying technology to business opportunities, planning and implementation. The role devises new methods and procedures using strong analytic and inductive thinking, facilitating the application of new technologies to support existing processes.

What will you be doing:

You’ll be joining a BSA team where you will lead complex projects to design strategic solutions aligned to the enterprise’s architecture roadmap. As a Business Systems Consultant, you’ll support end-to-end project implementation and act as a subject matter expert in both business and technology. You’ll ideate and collaborate with a diverse team to create and build flexible, innovative solutions that deliver a best-in-class client experience.

Key Responsibilities

• Elicit, analyze, and document business and system requirements for Agentic AI and Contact Centre technology projects.
• Collaborate with Product Owners, Business Stakeholders, Tech/Dev, UX/UI, and Operations teams to define technical and functional requirements.
• Ability to document and interpret end-to-end API integrations, including requirements definition, data mapping, and interface specifications.
• Design and document data & Process flows, mapping business processes to system capabilities and data sources.
• Experience in using UML to design use case diagrams
• Provide subject matter expertise on Agent Desktop platforms and Contact Centre operations.
• Ensure solutions are aligned with industry best practices and regulatory requirements in banking.
• Develop detailed user stories, process flows, and technical specifications to guide development teams.
• Facilitate workshops, stakeholder interviews, and presentations to communicate findings and recommendations.
• Support quality assurance and user acceptance testing through requirements traceability and defect triage.
• Contribute to change management and adoption strategies for new AI-driven processes and tools.

Qualifications

• Diploma or a degree in Computer Science, Information Systems, Business, or a related field
• 5+ years of combined experience as a Business Systems Analyst and Business Analyst, with recent focus on Contact Centre technology.
  • Experience with Natural Language, Voice Bots, Passive Voice Biometrics
• Experience in a Big 5 Bank or Enterprise level bank (i.e. 5K+ employees)
• Experience writing BRDs SRDs and writing use cases including Acceptance Criteria, Product Backlogs
• Comfortable with of both Waterfall and Agile environments
• Flows – System, Process, others
• Proven experience with Agentic AI, automation, and Agent Desktop solutions.
• Strong API integration and data mapping skills, including experience with RESTful APIs and data transformation.
• In-depth understanding of contact Centre platforms (e.g., Genesys, NICE, Avaya, Five9, or similar).
• Solid grasp of banking operations, compliance, and regulatory requirements.
• Demonstrated ability to translate business needs into technical requirements and solution designs.
• Excellent communication, facilitation, and stakeholder management skills.
• Experience working in agile environments and cross-functional teams

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated’s Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.

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