Job Title: Business Systems Analyst – IVR & Contact Center

Location: Toronto, ON

Term: Full Time

Key Responsibilities:

Business System Analyst with IVR and Contact Center knowledge
Technical – Java API and Data Management understanding.
Strong understanding of IVR technologies (e.g., Genesys Cloud, Cisco IVR, NICE, Amazon Connect).
Experience with integration with contact center systems and Call flows
Proficiency in process mapping, requirements gathering, and stakeholder management.
Familiarity with tools such as JIRA, Confluence, and MS Visio.
Excellent communication and documentation skills.

IVR Analyst