Business Systems Analyst (Contact Center)

CGI

toronto, on, Canada
Full-time
Posted May 30, 2026

Job Description

Position Description

This role is hybrid and requires you to be at our downtown Toronto office and/or Client office at a minimum of 2 days per week – subject to change at any time.

Responsibilities

Requirements Gathering & Analysis

  • Collaborate with business stakeholders to elicit, analyze, and document requirements
  • Conduct workshops and meetings to understand business processes and needs
  • Translate business requirements into functional and technical specifications

Documentation & Communication

  • Create and maintain detailed documentation in Confluence
  • Prepare business requirement documents (BRDs), functional specs, and user stories
  • Develop data mapping sheets for system integrations and transformations
  • Clearly communicate requirements to development, QA, and other teams

API & Data Design

  • Design and define API specifications (RE...