Lead, Business Systems Analyst - CCaas (Contact center as a service) - (Toronto - Hybrid)

This is a pipeline requirement, you may not hear back from our team as quickly as you might for open and active roles but we are reviewing resumes periodically. 

Capco – The Future. Now.

We are looking for a strong Lead, BSA (Business Systems Analyst) to oversee and drive the implementation of a CCaaS (Contact Center as a Service) solution within a large, matrixed organization. The BSA Lead will play a pivotal leadership role in guiding business teams through the requirements elicitation process and navigating an often ambiguous and evolving scope environment. This role will require collaboration across multiple teams to ensure alignment between business needs and technical solutions while keeping the implementation on track. The ideal candidate will be a decisive and influential leader, capable of driving clarity and focus on complex, high-stakes initiatives, bringing in thought leadership, rigour and governance to the development of requirements.

Key Responsibilities:

Leadership & Coordination:

o Lead and inspire a team of Business Systems Analysts (BSAs), ensuring they are aligned, motivated, and effectively executing their roles in a high-pressure environment.

o Proactively engage with business stakeholders to drive the requirements gathering process, ensuring clarity and alignment even in the face of unclear or evolving business objectives.

o Serve as the central point of contact for all business and IT teams, ensuring effective collaboration and resolution of conflicts, particularly in a matrixed organization.

o Drive business teams to achieve consensus on complex requirements, facilitating decision-making in situations of ambiguity and uncertainty.
Business Requirements & Analysis:

o Take ownership of the end-to-end requirements gathering process, leading workshops and interviews with stakeholders across various business units to elicit comprehensive and clear requirements.

o Work with business leaders to prioritize requirements and translate them into actionable technical specifications, ensuring that the CCaaS implementation aligns with both business goals and customer experience objectives.

o Led efforts to manage scope changes, ensuring that the business impact is understood, and any changes to requirements are communicated and documented effectively.

Solution Design & Process Mapping:

o Collaborate with solution architects, IT teams, and external vendors to ensure the CCaaS solution is designed to meet business needs while integrating seamlessly with other organizational systems.

o Drive the creation and validation of detailed process flows, use cases, and integration points to ensure all business processes are accounted for in the solution design.

o Lead process mapping sessions and facilitate discussions to ensure business processes are clearly defined, optimized, and aligned with the capabilities of the new system.

Program Delivery & Support:

o Manage and influence the successful delivery of the CCaaS implementation, ensuring the program remains on track and within scope.

o Support the project manager by providing leadership to business teams in navigating through complex issues and ensuring the timely execution of deliverables.

o Collaborate closely with change management and training teams to ensure a smooth transition for end-users post-implementation, ensuring adoption of the new system.

Risk & Issue Management:

o Proactively identify and resolve risks, issues, and dependencies that could impact the program’s success, particularly those arising from ambiguous or shifting requirements.

o Develop strategies to mitigate potential roadblocks, ensuring continuous momentum on the project even when faced with uncertainty.

· Stakeholder Engagement & Reporting:

o Provide regular updates to senior leadership, program managers, and other stakeholders on program status, key milestones, risks, and resolutions, maintaining transparency throughout the process.

o Ensure that all decisions, requirements, and changes are documented and communicated effectively to all relevant stakeholders.

What you’ll bring with You:

Education:
Bachelor’s degree in business administration, Information Technology, or a related field.
A Master’s degree or relevant certifications is a plus.

Experience:

o 8+ years of experience in business analysis, ideally in large, complex, matrixed organizations.

o Extensive experience leading business analysis for CCaaS solutions (e.g., Genesys, Amazon Connect, Google CCAI) and related customer service technologies.

o Proven ability to lead teams through ambiguous and complex program scopes, driving clarity and consensus while maintaining focus on business objectives.

o Demonstrated experience managing requirements for large-scale, cross-functional projects, especially within the contact center or customer service domain.

Skills:

o Strong leadership and team management skills, with the ability to drive business teams toward common objectives and navigate through ambiguity and evolving project scope.

o Expertise in CCaaS technologies, business process mapping, and systems integration.

o Exceptional communication, presentation, and interpersonal skills to engage effectively with stakeholders at all levels.

o Excellent problem-solving and conflict-resolution skills, particularly in environments with competing priorities and unclear requirements.

o Ability to synthesize complex business requirements and translate them into clear, actionable system specifications.

o Familiarity with project management methodologies (e.g., Agile, Waterfall).

o CCaaS or cloud-related certifications (e.g., Genesys Cloud Certified, AWS Certified).

o Professional experience is important. But it’s paramount you share our belief in disruptive innovation that puts clients ahead in a tough market. From day one, your key mission will be to perceive new and better ways of doing things to give your clients an advantage.

Now Take the Next Step

We have:

• Access to industry-focused talent globally
• Ability to leverage best-in-class innovative products and solutions for complex architecture and large-scale transformation
• Extended global geographic market reach
• Ability to capitalize on our client footprint and deep domain expertise within financial services and energy

For more information about Capco, visit www.Capco.com.

Capco is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.

We have been informed of several recruitment scams targeting the public. We strongly advise you to verify identities before engaging in recruitment related communication. All official Capco communication will be conducted via a Capco recruiter.