Business Systems Analyst

What’s in it for you as an employee of QFG? Health & wellbeing resources and programs  Paid vacation, personal, and sick days for work-life balance Competitive compensation and benefits packages Work-life balance in a hybrid environment with at least 3 days in office Career growth and development opportunities Opportunities to contribute to community causes Work with diverse team members in an inclusive and collaborative environment   This job posting is for an existing vacancy.   We’re looking for our next Business Systems Analyst. Could It Be You? We're building something big and we need the right person to help us get there. As our next Business Analyst, you'll sit at the intersection of technology and business, driving the evolution of our contact center platforms and shaping the tools that our teams rely on every day. If you're energized by solving complex problems, love translating ideas into action, and want to make a real impact on how we support our customers this is your opportunity. In this role, you'll be a critical force behind our contact center technology ecosystem, including Genesys Cloud and Decagon, helping us deliver smarter, faster, and more connected experiences for both our agents and our clients.   Need more details? Keep reading… In this role, responsibilities include but are not limited to:  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.   So are YOU our next Business Systems Analyst? You are if you… 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.   Compensation Information: Base salary range: $60,000 - $70,000 The final compensation package will be commensurate with the successful candidate's experience, skills, and geographic location (Canada). It includes a comprehensive benefits plan and a competitive incentive (bonus) program for Full-Time Permanent roles.   Sounds like you? Click below to apply! #LI-Hybrid #LI-TO1