Position: Business Systems Analyst – Contact Centre & UAT
Location: Mississauga, ON
Pay Rate: $40/hr
Job Type: 6-Month Contract
Posting Type: Open Vacancy
We are looking for a Contact Centre Performance Excellence Technical Specialist to support the testing, implementation, and ongoing performance of our Contact Centre systems and technology for a 6-month contract.
This role will act as a technical SME for the Contact Centre, partnering with business, technology, and project teams to ensure systems are tested properly, implementations are well planned, and solutions meet business and operational needs.
The role also requires someone who can think strategically and look ahead. With multiple initiatives planned over the coming quarters, this person will help assess priorities, dependencies, risks, and business impact to support decisions on which projects should move forward and when.
Key Responsibilities:
- Develop and execute test plans, test cases, test scripts, and test data.
- Lead integration testing and UAT, including defect tracking and reporting.
- Support Contact Centre system releases, enhancements, implementations, and go-live activities.
- Act as a technical SME for Contact Centre systems and related processes.
- Partner with Project Managers, Product Owners, business stakeholders, and technical teams throughout the project lifecycle.
- Help assess and prioritize upcoming implementation initiatives based on business needs, dependencies, risks, readiness, and expected value.
- Analyze Contact Centre and system data to identify trends, performance opportunities, and areas for improvement.
- Support workforce management and operational reporting, including forecasting, capacity planning, scheduling, and Contact Centre performance metrics.
- Troubleshoot system and operational issues and provide post-implementation support.
- Identify opportunities for process improvements, automation, enhanced reporting, and better user experience.
What We’re Looking For:
- Experience with Contact Centre technology, systems, or operations.
- Strong experience with testing, UAT, integration testing, and defect management.
- Experience supporting system implementations, upgrades, or releases.
- Strong analytical and problem-solving skills.
- Ability to work effectively with both business and technical teams.
- Strong communication and stakeholder management skills.
- Ability to understand competing priorities and think beyond the immediate project to help shape the implementation roadmap for the coming quarters.
- Experience with Contact Centre platforms, Workforce Management, reporting, or analytics is an asset.
The Ideal Candidate:
We’re looking for someone who is hands-on, analytical, and strategic. They don't need to be a traditional project manager, but they should be comfortable looking across multiple initiatives, understanding dependencies and business impact, and helping determine what needs to happen first and why.
This is a great opportunity for someone who enjoys being the connection between Contact Centre operations, technology, testing, and continuous improvement.
PLEASE NOTE THAT ONLY APPLICANTS WHO APPLY THROUGH THE POSTING WILL BE REVIEWED.
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All applications are reviewed by our recruitment team, and hiring decisions are made by people. We may also use AI-enabled tools to support parts of the application review process.
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