Business Systems Analyst, Contact Centre

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.