Found Description
Role: Business Analyst (Contact Center, IVR)
Location: Toronto, ON
Duration: Long Term Contract
Job Description:
- Business Systems Analysis
- Collaborate with Contact Center Operations, Product Owners, CX, Compliance, and Technology teams to understand business needs and translate them into system requirements.
- Elicit, analyze, document, and manage business, functional, and non-functional requirements (BRD, FRD, user stories).
- Perform impact analysis across contact center platforms, downstream systems, and integrations.
- Digital Contact Center Technology
- Support requirements and solution design across omnichannel contact center platforms including Voice (IVR, ACD, call routing), Digital channels (Chat, Email, SMS, Social, Bots), CRM and Case Management integrations.
- Work closely with architects and vendors on platform capabilities, configuration, and upgrades.
- Support conta...
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