Business Systems Analyst, Contact Centre

Business Analyst – Real-Time Agent Assist

Location: Toronto (Hybrid, 4 days in office) | Practice Area: Business Consulting | Type: Permanent

Drive impactful contact centre transformation with real-time insights

The Role
We’re seeking a Business Analyst to support the design and implementation of a Real-Time Agent Assist capability within a major banking contact centre. You’ll engage with a third-party vendor to shape the solution and play a central role in aligning multiple teams across the bank. This is a high-visibility opportunity for someone with strong analytical thinking, documentation skills, and stakeholder management experience.

What You’ll Do

• Collaborate with vendor partners to support solution design and successful implementation

• Gather and document business requirements from cross-functional teams across the bank

• Create, analyse, and modify end-to-end process maps and business rules

• Develop and maintain Data Dictionaries and Interface Agreements

• Engage and manage diverse stakeholder groups across the organisation

What We’re Looking For

• Proven experience as a Business Analyst in large-scale transformation or technology projects

• Strong documentation skills, including process maps, business rules, and data dictionaries

• Experience in stakeholder management across complex organisational structures

• Ability to translate business needs into clear functional specifications

• Structured and analytical mindset with a collaborative approach to problem-solving

Bonus Points For

• Experience working within a contact centre environment or supporting contact centre initiatives

• Familiarity with Real-Time Agent Assist or AI-powered call support technologies

• Previous involvement in vendor-led solution delivery

• Understanding of interface agreement processes in enterprise settings

• Exposure to financial services or banking sector projects

Why Join Capco

• Deliver high-impact technology solutions for Tier 1 financial institutions

• Work in a collaborative, flat, and entrepreneurial consulting culture

• Access continuous learning, training, and industry certifications

• Be part of a team shaping the future of digital financial services

• Help shape the future of digital transformation across FS & Energy

We offer a competitive, people‑first benefits package designed to support every aspect of your life in Toronto:

Core Benefits:

• Discretionary performance bonus; RRSP matching; extended health, dental, and vision coverage.

• Life insurance and critical illness protection.

Work‑Life & Flexibility:

• Hybrid working model (office / remote), with 4 days in office

• Generous vacation policy, plus statutory holidays; paid parental, adoption, and family leave.

Wellness & Mental Health:

• Employee Assistance Program; virtual mental health/wellness support.

• Coverage for paramedical services (e.g. physiotherapy, chiropractor) and virtual care.

Learning & Development:

• Professional development budget for certifications, workshops, conferences.

• Internal coaching, mentorship, and learning programs.

Extra Perks:

• Gym / fitness reimbursement or partnerships.

• Discounts or memberships (e.g. wellness apps, software tools).

Inclusion at Capco
We’re committed to a barrier-free, inclusive recruitment process. If you need any adjustments at any stage, just let us know – we’ll be happy to help. We welcome applicants from all backgrounds. At Capco, we value the difference you make, and the differences that make you. Our #BeYourselfAtWork culture champions diversity, equity and inclusivity, and we bring a collaborative mindset to our partnerships with clients and colleagues. #BeYourselfAtWork is the cornerstone of our success and a value that our employees live and breathe every day.