Business Systems Analyst (BSA) – Contact Center, CRM, AI

Job Title: Business Systems Analyst (BSA) Contact Center, CRM, AI Location: Toronto, ON Work Style: Hybrid (4 days WFO) Primary Skills Business Analysis | Contact Center Technology | CRM Integration | IVR / Voice Platforms | Digital Channels | API Integration | GenAI Enhancements Job Overview Client is seeking an experienced Business Systems Analyst (BSA) to support initiatives across Contact Center modernization, CRM integrations, omnichannel platforms, analytics, and GenAI-driven enhancements. The role involves bridging business and technology teams to deliver scalable, secure, and customer-centric contact center solutions. Role Description Key Responsibilities 1. Business Systems Analysis Collaborate with Contact Center Operations, Product Owners, CX, Compliance, and Technology teams Elicit, analyze, document, and manage business, functional, and non-functional requirements (BRD, FRD, user stories) Perform impact analysis across contact center platforms and integrated systems 2. D...