Senior Business Systems Analyst Contact Centre

Job Description

Insight Global is hiring a Senior Business Systems Analyst for a leading financial services organization in the GTA supporting a major contact centre transformation.

This role supports the migration from legacy contact centre platforms (e.g., Genesys) to Amazon Connect. The BSA will partner with business, operations, and technology teams to gather requirements and support end‑to‑end delivery within a banking environment.

Key Responsibilities

• Lead requirements gathering for contact centre initiatives
• Support migration from legacy contact centre systems to Amazon Connect
• Document business, functional, and system requirements
• Partner with technical teams through delivery, testing, and go‑live
• Support stakeholder communications across business and IT

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