Role Name: Business Analyst

Location: Toronto, ON (Onsite)

We are looking for an experienced Business Analyst (BA) to support our CCaaS (Contact Center as a Service) Peripherals implementation. This is an onsite role requiring close collaboration with business stakeholders, IT teams, and vendors to translate business requirements into scalable CCaaS solutions.

The ideal candidate will have strong expertise in contact center operations, IVR design, and CCaaS platforms, along with excellent analytical and communication skills to drive successful project outcomes.

Key Responsibilities

• Requirements Gathering & Analysis
  
  
  
  • Engage with business stakeholders to capture, analyze, and document requirements
  
  
  • Translate business needs into detailed specifications for CCaaS solutions
  
  
  
  


• Gap Analysis
  
  
  
  • Assess current contact center pro...