Business Analyst
A Business Analyst resource is required for the successful gathering and documenting of business and technical requirements for the 311 and Corporate wide contact centers so that those contact centers can be a) rebuilt in an new cloud contact center platform, and b) modernized while in the cloud to address existing pain-points, simplify integrations with SAP, as well as introduce integrations with ServiceNow.  This will enable the decommissioning of both the 311 and Corporate infrastructures reducing duplicate operational costs associated the duplicate onpremise infrastructures.  
 
This Business Analyst will work with each contact center to document business and technical requirements covering the following, at a minimum: communication
Channels; Call/Interaction Flows; Service Levels & KPIs; Workforce & Operations Requirements; Quality Management, Agent Experience, Integration, Telephony & Connectivity, Security, etc.
 
The requirements documentation will be used to build each contact center in the solution and validate for completeness.

Duties
 
The Business Analyst is responsible for:
 
•            Analyze business processes and systems, identify inefficiencies and/or required controls, document procedures, track key Performance Indicators.
•            Collaborate with internal and external customers to elicit business requirements and develop workable solutions.
•            Lead or assist with Contact Centre platform migration, including discovery sessions and review of configuration, including auto-attendant and Interactive Voice Response (IVR) menus and call routing and other configurations.
•            Elicit, define, and document business requirements and translate high-level objectives into detailed Business Requirements Documents (BRDs), and other Deliverables such as functional specifications, use cases, workflow diagrams, process diagrams, data flow diagrams, and data model diagrams.
•            Analyze existing telephony, IVR, routing, and reporting processes to determine migration impacts and modernization opportunities. 
•            Translate business requirements into configuration requirements for the target platform (queues, skills, routing logic, integrations, etc.).
•            Manage functional and non-functional requirements through the planning, analysis, development, and testing phases and post rollout phases.
•            Conduct functional, user acceptance, and regression testing; manage implementation and issue tracking.
•            Collaborate with cross-functional teams to implement process improvements and enhance client service delivery.
•            Liaise with vendors and internal teams to support integration, onboarding, and ongoing operational activities.
•            Contribute to job aids, technical documentation, and training materials for end-users and stakeholders.
 
 
 
Qualifications
              
It is important that the Services be undertaken by a Business Analyst who can demonstrate specific knowledge of, and experience in performing similar work for projects of comparable nature, size and scope as detailed below.
 
Qualifications and Experience:
•            Post-secondary education in Computer Science or IT or Business-related degree or equivalent; CBAP/PMP certification is an asset.
•            Experience in Contact Centre operations, reporting, dashboards and analytics; experience with Genesys Cloud CX and Verint Enterprise WFM/QM preferred.
•            Experience leading or participating in contact centre solution migrations and modernizations.
•            Experience with CRM integrations (e.g., Salesforce, Dynamics, ServiceNow) or API integrations with CRM solutions.
•            Expertise in requirements gathering, gap analysis, business process mapping
•            Experience drafting test plans, test cases, functional, user acceptance, and regression testing; and issue tracking
•            Strong analytical and stakeholder engagement, communication, and presentation skills.
•            Ability to lead effective meetings that are tailored to the audience, including staff, management and senior leadership
•            Ability to work effectively with all levels of staff, including technical and non-technical stakeholders and project teams.
•            Advanced computer skills: Word, Excel, PowerPoint, Visio, Teams; MS Project/Jira is an asset.
 
Technical Capabilities
•            Demonstrated ability in IT analysis methodologies, including process flow definition, data flow diagraming, call flow diagraming, Voice Response/Call Flow design, and event/message flow diagraming.
•            Knowledge of contact center platform functions and features including queues/skills, routing profiles, business hours, overflow/failover, agent states, screen pops.
•            Knowledge of Interactive Voice Response/Call Flow design including DTMF/ASR prompts, menus, call treatments, callback, emergency branches, and how to express them in flow diagrams and acceptance criteria.
•            Knowledge of telephony concepts including SIP trunk implications, number porting sequences, and Session Boarder Controllers touchpoints at a high level.
•            Knowledge in networking concepts, devices and switches, including VPN technologies including IPsec, SSL VPNs; Zero-trust, segmentation strategies; DNS/DHCP hardening and NAC; MPLS (Multiprotocol Label Switching) network circuits; and software defined networks.

Deliverables
•            Stakeholder map, Responsible, Accountable, Consulted Informed (RACI) map and project scope.
•            Current-State, Needs, Gaps and Future State documentation per contact center including telephony requirements, process maps, Interactive Voice Response (IVR) call-flow diagrams, routing design (queues, skills, hours, overflow), agent-desktop requirements, data mapping and integration specs, configuration workbook, reporting, dashboards, security and compliance requirements, at a minimum.
•            Business requirements document, including user stories and acceptance criteria, non-functional requirements
•            Solution design documentation, coordination with project team • Contact center migration and modernization roadmap.
•            Test strategy and plan, User Acceptance Test (UAT) scenarios and test cases, test data matrix, defect log, UAT exit report, prompt/audio validation checklist, at a minimum.
•            Go-live checklist and plan, post-go-live validation report, operations handover package and runbook, lessons learned and decommission plan.
•            Service and operational readiness documentation, including operating model, L1/L2/L3 support, SLAs/OLAs, runbooks, and incident/major incident flows.
 

 

The pay range that the employer reasonably expects to pay for this position is between CA$80.00 and CA$90.00

Our voluntary benefits offering includes medical, dental, vision and retirement benefits.

This posting is for an existing vacancy.

If you believe this post to be fraudulent, please report by clicking here

Tundra Technical Solutions is a global workforce and technology delivery firm, ranked by Staffing Industry Analysts as one of the largest in North America. At Tundra, we aren't just hiring top talent at the world's most recognizable brands; we are pioneers of social recruitment. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics. We welcome and encourage diversity in the workplace.

We use artificial intelligence tools to help our recruiters screen and assess talent. These tools do not replace human decision making in the process.

Not interested in this position, but know somebody who might be? Check out our Referral Reward Program, referrals are a big secret behind our success. As always, we’re on the lookout for great people. And we know that you know great people!