Business System Analyst - Amazon Connect

Business Systems Analyst (BSA)

📍 Remote | 💰 $95 CAD/hr | Contract

Business Systems Analyst, Amazon Connect

Location: Canada, fully remote

Technology focus: Amazon Connect, contact centre modernisation, agentic AI

About the Role A major Canadian financial services organisation is looking for a functional Business Systems Analyst to support a large-scale contact centre modernisation programme, with a focus on Amazon Connect and emerging agentic AI use cases.

This role will act as the bridge between business stakeholders, architecture teams and technical delivery teams. You will be responsible for translating customer experience requirements into clear system, integration and data specifications, ensuring solutions are practical, technically feasible and aligned to Amazon Connect capabilities.

You will work closely with contact centre stakeholders to map customer and agent journeys, prioritise use cases, define integration requirements and support delivery from requirements through to testing and deployment.

Key Responsibilities

  • Gather, analyse and document business requirements from contact centre stakeholders.
  • Translate customer experience goals and journey maps into detailed system, integration and data specifications.
  • Define integration requirements between Amazon Connect and third-party systems, including CRM platforms, APIs and databases.
  • Create and maintain user stories, process flows, data mapping documents, system flowcharts and API specification documentation.
  • Work with architects and delivery teams to assess business requests against Amazon Connect platform capabilities.
  • Identify technical constraints early and support feasibility assessments for AI-driven and automation-led use cases.
  • Maintain requirements traceability and ensure alignment between business objectives and technical delivery.
  • Support backlog refinement, testing, UAT, deployment planning and issue resolution.
  • Facilitate clear communication between business, architecture, BA and engineering teams.
Essential Experience
  • Proven experience as a Business Analyst or Business Systems Analyst, ideally within contact centre, customer service or technology transformation environments.
  • Strong ability to translate business needs into technical specifications, logic flows and delivery-ready requirements.
  • Understanding of contact centre workflows such as call flows, IVRs, routing, agent journeys and customer service processes.
  • Experience documenting integration requirements and data flows between cloud platforms and external systems.
  • Experience producing functional and technical artefacts such as user stories, process flows, data mapping documents, API specifications and system diagrams.
  • Strong stakeholder management skills, with the ability to bridge business and technical teams.
  • Familiarity with Agile delivery and tools such as Jira, Azure DevOps or similar.
  • Strong analytical and problem-solving skills, with the ability to assess feasibility, risks and technical impact.
Desirable Experience
  • Knowledge of Amazon Connect, including contact flow logic, data dips and AWS integration points.
  • Experience with other CCaaS platforms such as Genesys, NICE CXone or Five9.
  • Ability to read and define JSON structures and document RESTful API requirements.
  • Experience creating technical flowcharts and system diagrams using tools such as Lucidchart or Visio.
  • Exposure to agentic AI, NLU, generative AI or Amazon Lex.
  • AWS certifications, such as Cloud Practitioner or Solutions Architect Associate.
  • Experience working in financial services or another regulated environment.
Ideal Candidate The ideal candidate will be a detail-focused Business Systems Analyst who can turn complex customer experience and contact centre requirements into practical, delivery-ready technical specifications. You will be comfortable working remotely with business stakeholders, architects and technical teams, and you will bring a proactive approach to identifying gaps, clarifying requirements and ensuring that solutions are aligned with both business needs and platform capability.

This is a great opportunity for someone who enjoys working at the intersection of business analysis, customer experience, cloud contact centre technology and AI-enabled transformation.

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