Business Systems Analyst, Contact Centre

JobsCloseBy Editorial Insights

Capco is seeking a Business Analyst for a Real-Time Agent Assist program in Toronto, a permanent hybrid role within a major banking contact centre transformation. You’ll partner with a third‑party vendor to shape the solution, align cross‑functional teams, and document end‑to‑end processes, data dictionaries, and interface agreements. This high visibility role rewards strong BA discipline, analytical thinking, and stakeholder management, with the ability to translate business needs into clear functional specs. Bonus for contact centre exposure, experience with AI powered agent support, and vendor‑led delivery. To apply, tailor your resume with concrete examples, demonstrate collaboration across diverse teams, and show alignment with Capco’s BeYourselfAtWork culture.

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.