Business Systems Analyst

Questrade Financial Group•Toronto, ON

3d•CA$60,000 - CA$70,000•Hybrid

About The Position

Questrade Financial Group (QFG) is seeking a Business Systems Analyst to join their team. This role sits at the intersection of technology and business, focusing on driving the evolution of contact center platforms and shaping the tools used by teams daily. The ideal candidate will be a catalyst for change, using AI to transform customer experiences and empower teams. QFG offers a diverse, inclusive, and hybrid workplace that combines human-centric collaboration with AI-driven innovation to redefine financial services.

Requirements

Hold a post-secondary degree or diploma in Business, Computer Science, Information Systems, or a related field — or bring equivalent hands-on experience that speaks for itself.
Bring 2–3 years of experience as a Business Analyst, ideally within a technology or financial services environment where the pace is fast and the stakes are high.
Have hands-on experience with Genesys Cloud — whether in administration, routing configuration, reporting, or platform optimization — and know your way around its core capabilities.
Are familiar with AI-driven contact center or agent assist platforms and understand how these tools are transforming modern customer support operations.
Possess strong knowledge of contact center technology, operations, and terminology — you speak the language and understand the environment inside and out.
Have demonstrated ability to capture, document, and manage both business and functional requirements with precision, structure, and stakeholder alignment.
Are skilled at creating process flows, swim lane diagrams, user stories, and use cases that clearly communicate complex workflows to diverse audiences.
Can confidently support engineering teams with planning artifacts, acceptance criteria, and sprint ceremonies, keeping delivery on track and the team well-informed.
Communicate with clarity and impact — both in writing and in conversation — bridging the gap between business stakeholders and technical teams with ease.
Are experienced working in Agile/Scrum delivery environments and thrive in iterative, collaborative settings where priorities evolve and teamwork drives results.
Are proficient with tools like Confluence, JIRA, Miro, Visio, or equivalent platforms that support documentation, planning, and cross-team collaboration.

Responsibilities

Configuring and supporting the Genesys Cloud contact center platform, including routing, reporting, and administration, to ensure reliable and optimized operations across the team.
Partnering with technical teams on the implementation and optimization of AI-powered support and agent tools, helping to unlock smarter, more efficient customer interactions.
Eliciting, capturing, and documenting detailed business and functional requirements from stakeholders across the organization, ensuring alignment between business goals and technology deliverables.
Creating and maintaining clear process flows, user stories, and workflow documentation that give engineering teams everything they need to build with precision and confidence.
Facilitating requirements workshops and stakeholder interviews, leading structured sessions that surface the right insights and drive consensus on priorities and outcomes.
Translating business requirements into technical specifications for engineering teams, serving as the interpretive layer between what stakeholders want and what developers build.
Assisting with sprint planning, backlog grooming, and delivery coordination alongside engineers, helping the team stay organized, focused, and on track throughout each sprint cycle.
Identifying gaps between current and future state processes and recommend practical, scalable solutions that move the business forward without unnecessary complexity.
Supporting user acceptance testing (UAT) and validation of delivered features, ensuring that every release meets the original business intent before it reaches production.
Maintaining living documentation and ensuring full traceability from requirements through to delivery, keeping a clear and current record of decisions, changes, and outcomes.