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

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Astra North Infoteck Inc., is seeking the following. Apply via Dice today!Job Title: Business Systems Analyst (BSA) ? Contact Center, CRM, AILocation: Toronto, ONWork Style: Hybrid (4 days WFO)Primary SkillsBusiness Analysis | Contact Center Technology | CRM Integration | IVR / Voice Platforms | Digital Channels | API Integration | GenAI EnhancementsJob OverviewClient 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 Business Systems AnalysisCollaborate with Contact Center Operations, Product Owners, CX, Compliance, and Technology teamsElicit, analyze, document, and manage business, functional, and non-functional requirements (BRD, FRD, user stories)Perform impact analysis across contact center platforms and integrated systems Digital Contact Center TechnologySupport omnichannel contact center solutions including:Voice (IVR, ACD, call routing)Digital channels (Chat, Email, SMS, Social, Bots)Work on CRM and Case Management integrationsSupport platform configuration, upgrades, and vendor coordinationAssist in cloud migration and legacy modernization initiatives Agile Delivery ExecutionParticipate in Agile/Scrum ceremonies (sprint planning, grooming, demos, retrospectives)Translate requirements into epics, features, and user stories with acceptance criteriaSupport SIT, UAT, and production readiness activitiesPerform defect triage and requirement clarification Risk, Compliance & Controls (Banking) Stakeholder & Vendor ManagementCore ExperienceRequired Skills & Qualifications8+ years as a Business Systems Analyst (BSA) in BFSI domainStrong experience in Digital Contact Center / Customer Engagement platformsHands-on experience with:Omnichannel contact center solutions (voice + digital)CRM & case management integrationAPI-based integrations (REST)Strong expertise in requirements gathering, process modeling, and documentationBanking Domain KnowledgeStrong understanding of retail/commercial banking contact center operationsFamiliarity with regulatory, security, and compliance standardsExperience in large enterprise environmentsTools & MethodologiesAgile / SAFe delivery experienceTools: JIRA, Confluence, Azure DevOps, VisioStrong data analysis and reporting skillsNice to HaveExperience with contact center platforms: Genesys, NICE, Five9, Amazon ConnectExposure to GenAI, conversational AI, chatbots, voice analyticsContact center KPIs and workforce optimizationExperience in Tier-1 Canadian banks or BFSI organizations