Job Description:
Key Responsibilities
- 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 contact center transformations, including cloud migration and legacy modernization.
- Delivery Agile Execution Participate in Agile Scrum ceremonies backlog grooming, sprint planning, demos, and retrospectives.
- Break down requirements into epics, features, and user stories with acceptance criteria.
- Support SIT, UAT, and production readiness activities triage defects and clarify requirements. Risk, Compliance Controls (Banking)Ensure solutions comply with banking regulatory requirements, data privacy, security, and risk policies.
- Support audit, access control, data residency, and SOX regulatory documentation.
- Identify risks and dependencies early and work with stakeholders to mitigate them.
- Stakeholder Vendor Management Act as a single point of contact for business stakeholders for assigned capabilities.
- Coordinate with vendor teams, offshore delivery teams, and enterprise platforms.
- Support executive-level communication through structured decks, summaries, and readouts
- Required Skills Qualification score Skills Expe rience as a Business Systems Analyst in BFSI Strong experience in Digital Contact Center Customer Engagement platforms
- Hands-on experience with Omnichannel contact center solutions.
Salary Range - CA$ 90,000 - CA$ 120,000 Per Year
TCS does not use artificial intelligence tools for candidate screening or evaluation. This post is for a current vacancy. The hiring process includes an initial screening, followed by a technical evaluation and managerial discussion.
Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.
