Lead, Business Systems Analyst - (Toronto - Hybrid)

at  Capco

CAPCO – THE FUTURE. NOW.

We are looking for a strong BSA (Business Systems Analyst) Lead to oversee and drive the implementation of a CCaaS (Contact Center as a Service) solution within a large, matrixed organization. The BSA Lead will play a pivotal leadership role in guiding business teams through the requirements elicitation process and navigating an often ambiguous and evolving scope environment. This role will require collaboration across multiple teams to ensure alignment between business needs and technical solutions while keeping the implementation on track. The ideal candidate will be a decisive and influential leader, capable of driving clarity and focus on complex, high-stakes initiatives, bringing in thought leadership, rigour and governance to the development of requirements.

BUSINESS REQUIREMENTS & ANALYSIS:

o Take ownership of the end-to-end requirements gathering process, leading workshops and interviews with stakeholders across various business units to elicit comprehensive and clear requirements.
o Work with business leaders to prioritize requirements and translate them into actionable technical specifications, ensuring that the CCaaS implementation aligns with both business goals and customer experience objectives.
o Led efforts to manage scope changes, ensuring that the business impact is understood, and any changes to requirements are communicated and documented effectively.

EDUCATION:

Bachelor’s degree in business administration, Information Technology, or a related field.
A Master’s degree or relevant certifications is a plus.
Experience:
o 8+ years of experience in business analysis, ideally in large, complex, matrixed organizations.
o Extensive experience leading business analysis for CCaaS solutions (e.g., Genesys, Amazon Connect, Google CCAI) and related customer service technologies.
o Proven ability to lead teams through ambiguous and complex program scopes, driving clarity and consensus while maintaining focus on business objectives.
o Demonstrated experience managing requirements for large-scale, cross-functional projects, especially within the contact center or customer service domain.
Skills:
o Strong leadership and team management skills, with the ability to drive business teams toward common objectives and navigate through ambiguity and evolving project scope.
o Expertise in CCaaS technologies, business process mapping, and systems integration.
o Exceptional communication, presentation, and interpersonal skills to engage effectively with stakeholders at all levels.
o Excellent problem-solving and conflict-resolution skills, particularly in environments with competing priorities and unclear requirements.
o Ability to synthesize complex business requirements and translate them into clear, actionable system specifications.
o Familiarity with project management methodologies (e.g., Agile, Waterfall).
o CCaaS or cloud-related certifications (e.g., Genesys Cloud Certified, AWS Certified).
o Professional experience is important. But it’s paramount you share our belief in disruptive innovation that puts clients ahead in a tough market. From day one, your key mission will be to perceive new and better ways of doing things to give your clients an advantage.