Business Analyst

Connex Telecommunications Inc. • Richmond Hill, ON

12d • Remote

About The Position

A major Canadian financial services organization is seeking a functional Business Analyst to support its Amazon Connect contact‑center modernization and agentic AI initiatives. Acting as the bridge between business needs and technical delivery, this analyst will translate customer‑experience requirements into system, integration and data specifications. Working closely with business stakeholders, architects and delivery teams, they will map customer and agent journeys, prioritize use cases and ensure that solutions are technically feasible and aligned with Amazon Connect’s capabilities. The role is onshore and fully remote (no in‑person presence required).

Requirements

• Proven experience as a Business Analyst or Business Systems Analyst translating business needs into technical specifications, ideally within contact‑center or customer‑service environments.
• Strong knowledge of Amazon Connect or other CCaaS platforms and a solid understanding of contact‑center workflows such as call flows, IVRs and routing.
• Ability to convert functional requirements and CX journey maps into technical system specifications and logic diagrams.
• Experience defining integration requirements and documenting data flows between cloud contact‑center platforms and external systems.
• Skilled at creating functional artifacts (user stories, data‑mapping documents, API specifications, system flowcharts) and maintaining requirements traceability.
• Analytical problem‑solver who can identify technical constraints early and assess feasibility of AI‑driven use cases.
• Familiarity with Agile methodologies and tools such as Jira or Azure DevOps for requirement tracking.
• Excellent communication skills to liaise between business, architecture and technical teams and ensure alignment.

Nice To Haves

• Strong technical understanding of Amazon Connect features like contact flow logic, data dips and AWS integration points.
• Ability to read and define JSON structures, map data between systems and document RESTful API requirements.
• Expert proficiency in creating technical flowcharts and system diagrams using tools such as Lucidchart or Visio.
• Background in agentic AI, NLU or generative AI integrations (e.g., Amazon Lex).
• AWS certifications (Cloud Practitioner or Solutions Architect Associate) or similar credentials.
• Experience working in regulated industries such as financial services and understanding of compliance requirements.
• Knowledge of other CCaaS platforms (e.g., Genesys, NICE CXone, Five9) and CRM integrations.

Responsibilities

• Gather, analyze and document business requirements from contact‑center stakeholders and prioritize them for modernization and AI use cases.
• Translate functional needs and customer journey maps into detailed system, integration and data specifications.
• Define and document integration requirements between Amazon Connect and third‑party systems (CRM, APIs, databases) to ensure seamless data flow.
• Facilitate communication between Business Analysts and technical delivery teams to resolve logic gaps, refine system behavior and ensure technical feasibility.
• Assess business requests against Amazon Connect platform capabilities, maximizing out‑of‑the‑box features before proposing custom development.
• Create and maintain detailed technical‑functional artifacts such as user stories, process flow diagrams, data‑mapping documents and API specifications.
• Evaluate the technical impact of new agentic AI use cases on system architecture and performance.
• Collaborate with business and architecture teams to ensure requirements traceability, maintain backlogs and support testing and deployment activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed