Business Analyst (Toronto)

Role Name: Business Analyst Location: Toronto, ON (Onsite) We are looking for an experienced Business Analyst (BA) to support our CCaaS (Contact Center as a Service) Peripherals implementation. This is an onsite role requiring close collaboration with business stakeholders, IT teams, and vendors to translate business requirements into scalable CCaaS solutions. The ideal candidate will have strong expertise in contact center operations, IVR design, and CCaaS platforms, along with excellent analytical and communication skills to drive successful project outcomes.

Key Responsibilities Requirements Gathering & Analysis Engage with business stakeholders to capture, analyze, and document requirements Translate business needs into detailed specifications for CCaaS solutions Gap Analysis Assess current contact center processes and identify gaps against CCaaS platform capabilities Provide recommendations to improve workflows and efficiency Solution Design & Implementation Support Collaborate with technical teams, architects, and vendors to design CCaaS solutions aligned with business goals Contribute to IVR call flows, routing strategies, integrations, and omnichannel solutions Process Mapping & Documentation Develop process maps, workflows, and documentation Create key artifacts such as: Requirement documents / user stories Acceptance criteria User guides and training materials Testing & Validation Lead and support User Acceptance Testing (UAT) Validate system functionality against business requirements Track and resolve issues with delivery teams Training & Change Management Provide training to end users, especially on IVR systems and agent workflows Support adoption of new CCaaS features and processes Production Support & Continuous Improvement Provide post-implementation support Drive continuous improvement using feedback and performance insights Collaboration & Communication Work closely with business teams, IT, vendors, and stakeholders Clearly communicate requirements and solutions to technical and non-technical audiences Qualifications Bachelor's degree in Business, IT, or related field Experience Proven experience as a Business Analyst in CCaaS / Contact Center environments Experience with CCaaS platforms (e.g., Genesys, NICE CXone, Five9, Amazon Connect, etc.) Strong knowledge of contact center operations, IVR, routing, and omnichannel solutions Core Skills Robust requirements gathering, process mapping, and gap analysis skills Experience in UAT planning and execution Familiarity with Agile artifacts (user stories, backlog) Tools Experience with Jira, Azure DevOps, Visio, Lucidchart, or similar Soft Skills Excellent communication and stakeholder management Strong problem-solving and analytical abilities Ability to work in a fast-paced onsite environment Preferred Skills Experience in end-to-end CCaaS implementations Knowledge of CRM integrations (Dynamics 365, Salesforce, etc.) Familiarity with Agile/Scrum methodologies Understanding of contact center reporting and analytics #J-18808-Ljbffr