Business Analyst - Contact Center

Job summary

Lead client workshops to gather and document business and functional requirements, map current and future processes, and design contact flows for contact centre solutions. Coordinate with delivery and technical teams to validate solutions, communicate approved requirements, and plan and execute user acceptance testing.

Job details

Location: Remote, or on-site in Montreal, Calgary or Toronto | Type: [Full-time] About Activeo Activeo is a consulting and technology company specializing in Contact Centre and Customer Experience solutions. Founded in France in 1993, we have grown into eight countries and have recently expanded our operations in North America. Our team is dedicated, passionate, and committed to delivering state-of-the-art solutions. What sets us apart is our combination of consulting and technical expertise, which helps clients solve their toughest Customer Service and Customer Experience challenges. We are now looking for talented people to join our fast-growing team in Canada. About the Role As a Business Analyst, you'll be involved in requirements gathering and consulting on new AI-driven solutions that improve our clients' customer experience. You'll work alongside passionate consulting and engineering teams in Canada on active Contact Centre projects. If you want an organization where you can grow and be exposed to new opportunities, this is a great place to do it. What You'll Do Gather requirements: Lead client workshops to gather, analyze, and document end-to-end business and functional requirements and workflows across IVR, routing, CRM, WFM, QA, and reporting tools. Build roadmaps: Map current and future-state processes and recommend improvements that reduce handle time, repeat contacts, and cost to serve. Design contact flows: Create and deliver clear, visual contact flow diagrams. Validate solutions: Work with the technical team to confirm that proposed solutions meet business requirements and are functionally aligned. Brief development teams: Communicate approved requirements, functionality, workflows, and scope so everyone is aligned before implementation begins. Test and validate: Prepare and execute User Acceptance Tests, document results, identify functional gaps, and work with developers to resolve issues. Coordinate across teams: Partner with the Delivery Manager, project managers, solution architects, developers, and other internal teams to clarify requirements, address feedback, and resolve functional issues. Who You Are • Passionate about Contact Centre operations and Customer Experience • An innovative thinker who enjoys solving problems and improving contact centre efficiency • Eager to learn Contact Centre operations and solutions • Curious about how technology can improve life for both customers and agents • An excellent communicator and collaborator, in both English and French • Highly organized, with strong timeline management skills under pressure • Familiar with cloud services (AWS, Google Cloud, Azure) • An asset: hands-on experience as a Contact Centre Manager or Supervisor What We Offer • Attractive compensation package with medical insurance • Flexible working hours • Work from home, or from our offices in Montréal, Calgary, Toronto, or Vancouver • A real opportunity to make a difference within the company • Career acceleration and room to grow with us • The chance to make a lasting impact on customer experience Activeo is an equal opportunity employer. We welcome applicants of all backgrounds and will provide accommodations on request throughout the hiring process. If you feel this is the right fit, please send your resume/cv to hr-na@activeo.com or use the QuickApply option. Thanks

What you’ll do

Lead client workshops to gather and document business and functional requirements, map current and future processes, and design contact flows for contact centre solutions. Coordinate with delivery and technical teams to validate solutions, communicate approved requirements, and plan and execute user acceptance testing.

Requirements

The role calls for strong communication and collaboration skills in both English and French, an interest in contact centre operations and customer experience, and the ability to manage timelines and solve problems. Familiarity with AWS, Google Cloud, or Azure is expected; hands-on experience as a contact centre manager or supervisor is an asset.

Benefits

• Medical Insurance
• Flexible Working Hours
• Career Growth Opportunities

Listed skills

• Requirements gathering · Preferred
• Business analysis · Preferred
• Process Mapping · Preferred
• Project Coordination · Preferred
• Problem solving · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Requirements Gathering
• Business Analysis
• Contact Centre Operations
• Customer Experience
• Process Mapping
• Workflow Analysis
• Contact Flow Design
• User Acceptance Testing
• Functional Testing
• Stakeholder Communication
• Project Coordination
• Problem Solving
• Timeline Management
• English Communication
• French Communication
• Cloud Services

Job areas

• Consulting
• Customer Service & Support
• Data & Analytics
• Technology
• Management & Leadership