Who Can Apply
- Candidates must be legally authorized to work in Canada
Job Description
Insight Global is seeking Business System Analyst's to join one of the leading banks with expertise in business systems analysis for advanced contact centre platforms. The contingent worker will support and enhance CCaaS (Contact Centre as a Service) solutions, integrate Automated Intelligent Virtual Assistants (AIVA), leverage Agentic AI, and optimize chat and CRM platforms. The assignment involves collaborating on multi-disciplinary technology initiatives, documenting data elements and mappings for API/database integrations and providing subject matter expertise in contact centre technology.
Key Responsibilities include the below:
-Requirements Gathering & Documentation: Work with business partners to understand and document requirements for contact centre operations and technologies. Facilitate solution design discussions to ensure project needs are met and solutions are scalable.
-Solution Design Support: Participate in designing and implementing contact centre technology solutions, including CCaaS platforms, AIVA, Agentic AI, chat platforms, and CRM integrations, in alignment with CIBC’s enterprise architecture.
-API and Database Integration: Analyze, document, and map data elements and flows for API and database integrations between contact centre systems and other enterprise applications. Ensure data integrity, consistency, and security.
-Project Delivery in Agile Environment: Support project teams as a subject matter expert through solution architecture, integration, and deployment phases, working within Agile delivery methodologies.
-Mentoring and Knowledge Sharing: Share expertise with team members and assist in resolving operational and process challenges related to contact centre environments.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
-Agile Experience: Proven experience working in Agile project environments is required.
-Technical Acumen: Hands-on experience with CCaaS platforms (e.g., Genesys, Amazon Connect, Five9, NICE), AI Voice Assistant, Agentic AI, process workflow automation, chat platform integrations, CRM systems, and data integration (API/database mapping and documentation).
-Collaboration: Ability to work effectively with diverse teams and stakeholders.
-Influence & Trust: Recognized for expertise in contact centre technology and as a resource for team members.
-Education & Experience: Degree/diploma in Computer Science, Business, or a related field. Minimum 5 years in a Business Systems Analyst role focused on contact centre technology projects. Experience with Agile methodologies, application/architecture development, cloud-based contact centre solutions, and data integration is an asset.
-Values Alignment: Demonstrates trust, teamwork, and accountability consistent with CIBC’s values
Nice to Have Skills & Experience
banking experience
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.