Business Analyst

We are seeking a highly accomplished Business Analyst for an enterprise-level contract opportunity based in Toronto. In this role, you will take on a key business analysis, process architecture, and solution modernization capacity, specializing in gathering and documenting end-to-end business and technical requirements for major contact center operations transitioning to advanced cloud platforms. As a Business Analyst, you will bridge the gap between business operations, technical delivery teams, vendor partners, and enterprise stakeholders.

Operating within a fast-paced environment, you will lead discovery sessions, evaluate current-state telephony and call flow configurations, perform gap analyses, and author comprehensive Business Requirements Documents (BRDs). This position demands a technical BA with deep expertise in cloud contact center platforms, Interactive Voice Response (IVR) routing, and CRM integrations (Salesforce, ServiceNow) who can streamline operational workflows, optimize agent experience, and guide UAT execution through to post-implementation handover.

Location: Toronto, ON Contract Duration: 6-month contract (with a potential 6-month extension) Advantages Cloud Migration Leadership: Drive enterprise-scale contact center transformation from on-premise infrastructure to cloud CX platforms. Modern Integration Scope: Optimize agent workflows with seamless CRM integrations, including Salesforce and ServiceNow. Full SDLC Engagement: Own end-to-end deliverables, spanning initial discovery, process flow design, UAT execution, and operational handover.

High-Visibility Impact: Modernize multi-channel contact center operations to enhance client service delivery and operational efficiency. Responsibilities Collaborate with internal and external stakeholders to elicit, define, and document detailed business and technical requirements for contact center operations. Lead discovery sessions and current-state reviews covering call routing, IVR menus, auto-attendants, reporting metrics, and integration points.

Author comprehensive Business Requirements Documents (BRDs), functional specifications, use cases, process maps, data flow diagrams, and configuration workbooks. Analyze legacy on-premise contact center configurations to determine migration impacts, gap analyses, and future-state modernization opportunities. Translate business requirements into target platform configuration specifications, including queues, skill-based routing, call treatments, overflow logic, and callback features.

Facilitate integration requirements for CRM solutions, APIs, workforce management, and quality management tools. Develop test strategies, test scenarios, and UAT test cases; manage defect tracking and validate migrated call flows and functionality. Coordinate with cross-functional teams and vendors to support integration, onboarding, process improvements, and operational readiness activities. Author technical documentation, job aids, operational runbooks, support workflows, and training materials for end-users and support teams.

Monitor operational performance metrics, track key performance indicators (KPIs), and maintain traceability matrices throughout project lifecycle phases. Qualifications Core Requirements & BA Expertise Education: Post-secondary degree in Computer Science, Information Technology, Business Administration, or a related field (CBAP or PMP certification is considered an asset). Contact Center Experience: Demonstrated experience in contact center operations, reporting, dashboards, and migration/modernization initiatives across complex environments.

Platform Knowledge: Hands-on experience or deep technical familiarity with on-premise contact center solutions (e.g., Cisco Unified Contact Center Enterprise) and cloud platforms (e.g., Genesys Cloud CX). CRM & Integration Skills: Experience with CRM solution integrations (Salesforce, ServiceNow) and API-driven data mapping. Analysis & Modeling Tooling: Expertise in process fl