Contact center Business analyst

As a Contact Center Business Analyst, you will make an impact by interpreting business requirements and translating them into functional specifications that guide design, programming, and testing teams. You will be a valued member of the Contact Center Transformation team and work collaboratively with internal stakeholders, IT teams, and analytics partners.

In this role, you will:

• Shape a forward-looking roadmap across ACD, IVR, CTI, omnichannel, and CRM.
• Generate detailed requirement specifications and functional data models.
• Evaluate and pilot AI/automation solutions including virtual agents, chatbots, and intelligent routing.
• Drive API/integration patterns across portals and regulatory systems ensuring scalability and security.
• Partner with Data & Analytics to embed contact center insights into decision-making and optimize self-service tools.

Work model:

At Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance though our various wellbeing programs. Based on this role’s business requirements, this is an onsite position requiring regular presence in a client or Cognizant office in Toronto, Canada.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered:

• Experience in Contact Center domain as a Business Analyst, Product Owner, or Product Manager.
• Strong communication, collaboration, and stakeholder management skills.
• Ability to document requirements in formats such as system specifications, data models, and network design schematics.
• Experience conducting feasibility studies and impact analysis across business units.
• Proficiency in designing functional and detailed technical specifications aligned with service level requirements.

These will help you stand out:

• Experience launching and optimizing self-service tools such as patient portals and dynamic FAQs.
• Ability to apply predictive analytics to personalize customer journeys and elevate high-value touchpoints.
• Knowledge of CX best practices and embedding them into contact center operations.
• Experience with AI/automation technologies including RPA and intelligent routing.
• Understanding of integration patterns and security best practices in enterprise environments.

Applications will be accepted until Nov 30, 2025.

The annual salary for this position is between $74,000 – $117,000 depending on experience and other qualifications of the successful candidate.

Benefits:

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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The Cognizant community:

We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:

Cognizant is one of the world’s leading professional services companies, transforming clients’ business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Disclaimer:

Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

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