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Business Systems Analyst, Contact Centre

Canada - Toronto

 

Business Analyst – Real-Time Agent Assist


Location: Toronto (Hybrid, 4 days in office) | Practice Area: Business Consulting | Type: Permanent

Drive impactful contact centre transformation with real-time insights

The Role
We’re seeking a Business Analyst to support the design and implementation of a Real-Time Agent Assist capability within a major banking contact centre. You’ll engage with a third-party vendor to shape the solution and play a central role in aligning multiple teams across the bank. This is a high-visibility opportunity for someone with strong analytical thinking, documentation skills, and stakeholder management experience.

What You’ll Do

  • Collaborate with vendor partners to support solution design and successful implementation

  • Gather and document business requirements from cross-functional teams across the bank

  • Create, analyse, and modify end-to-end process maps and business rules

  • Develop and maintain Data Dictionaries and Interface Agreements

  • Engage and manage diverse stakeholder groups across the organisation

What We’re Looking For

  • Proven experience as a Business Analyst in large-scale transformation or technology projects

  • Strong documentation skills, including process maps, business rules, and data dictionaries

  • Experience in stakeholder management across complex organisational structures

  • Ability to translate business needs into clear functional specifications

  • Structured and analytical mindset with a collaborative approach to problem-solving

Bonus Points For

  • Experience working within a contact centre environment or supporting contact centre initiatives

  • Familiarity with Real-Time Agent Assist or AI-powered call support technologies

  • Previous involvement in vendor-led solution delivery

  • Understanding of interface agreement processes in enterprise settings

  • Exposure to financial services or banking sector projects

Why Join Capco

  • Deliver high-impact technology solutions for Tier 1 financial institutions

  • Work in a collaborative, flat, and entrepreneurial consulting culture

  • Access continuous learning, training, and industry certifications

  • Be part of a team shaping the future of digital financial services

  • Help shape the future of digital transformation across FS & Energy

 

We offer a competitive, people‑first benefits package designed to support every aspect of your life in Toronto:

Core Benefits:

  • Discretionary performance bonus; RRSP matching; extended health, dental, and vision coverage.

  • Life insurance and critical illness protection.

Work‑Life & Flexibility:

  • Hybrid working model (office / remote), with 4 days in office

  • Generous vacation policy, plus statutory holidays; paid parental, adoption, and family leave.

Wellness & Mental Health:

  • Employee Assistance Program; virtual mental health/wellness support.

  • Coverage for paramedical services (e.g. physiotherapy, chiropractor) and virtual care.

Learning & Development:

  • Professional development budget for certifications, workshops, conferences.

  • Internal coaching, mentorship, and learning programs.

Extra Perks:

  • Gym / fitness reimbursement or partnerships.

  • Discounts or memberships (e.g. wellness apps, software tools).

Inclusion at Capco
We’re committed to a barrier-free, inclusive recruitment process. If you need any adjustments at any stage, just let us know – we’ll be happy to help. We welcome applicants from all backgrounds. At Capco, we value the difference you make, and the differences that make you. Our #BeYourselfAtWork culture champions diversity, equity and inclusivity, and we bring a collaborative mindset to our partnerships with clients and colleagues. #BeYourselfAtWork is the cornerstone of our success and a value that our employees live and breathe every day.

 

 

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