Location: REMOTE / Toronto, Ontario
This job allows you to work remotely.
About the Opportunity
Our client is a leading technology solutions provider with over 600 professionals across 14 offices in North America. At the forefront of innovation, they deliver cutting-edge solutions rooted in integrity, accountability, and technical excellence. Their employees serve as ambassadors, ensuring partners receive world-class service through transformative communication technologies.
The Role
We are seeking a Business Systems Analyst (BSA) to serve as the critical link between high-level business requirements and technical system implementation for contact center modernization and Agentic AI initiatives.
In this role, you will translate functional needs and customer journeys into detailed system, integration, and data specifications. You will work at the intersection of business and technology, partnering with Architects and Business Analysts to ensure that every solution is technically feasible, scalable, and fully aligned with the capabilities of the Amazon Connect platform.
Special Perks:
This position is 100% remote
Must Have Skills:
• Business-to-System Translation: Convert functional requirements and CX journey maps into technical system specifications and logic diagrams.
• Integration & Data Analysis: Define and document integration requirements between Amazon Connect and third-party systems (CRMs, APIs, databases) to ensure seamless data flow.
• Technical–Functional Collaboration: Facilitate communication between Business Analysts and technical delivery teams to resolve logic gaps and refine system behavior.
• Platform Alignment: Assess business requests against Amazon Connect and AWS platform capabilities to ensure out-of-the-box features are maximized before custom development.
• Specification Management: Create and maintain detailed technical-functional artifacts, including data mapping documents, API specifications, and system flowcharts.
• Feasibility Assessment: Evaluate the technical impact of new Agentic AI use cases on existing system architecture and performance.
Required Skills & Experience
• Systems Analysis Expertise: Proven experience in a BSA capacity, specifically translating business needs into technical specifications within a cloud environment.
• Amazon Connect & CCaaS Knowledge: Strong technical understanding of Amazon Connect, including contact flow logic, data dips, and AWS integration points.
• Data & API Proficiency: Ability to read and define JSON structures, map data between systems, and document RESTful API requirements.
• Workflow Visualization: Expert proficiency in creating technical flowcharts and system diagrams using tools like Lucidchart or Visio.
• Analytical Problem Solving: Skilled at identifying technical constraints early in the requirements phase to prevent delivery roadblocks.
• Agile Methodology: Experience working in fast-paced Agile environments using Jira or ADO for technical requirement tracking.
Preferred Qualifications
• Background in Computer Science, Information Systems, or a related technical field.
• Familiarity with Agentic AI, NLU, or Generative AI integrations (e.g., Amazon Lex).
• AWS Certified Cloud Practitioner or Solutions Architect Associate.
