Business Systems Analyst
at Maximus

Job Description

Description & Requirements

About Maximus Canada

At Maximus Canada, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus Canada collaborates with government partners to deliver a variety of citizen services, including healthcare administration, federal and provincial programs, and contact centre services across Canada. We offer eHealth solutions through our Medigent ® suite of products, as well as technology consulting and business process services. We leverage our deep operational expertise, technology innovation, and digitally enabled customer engagement to deliver fast solutions. Today, we proudly support many federal, provincial and municipal programs across the country powered by Canadians.

Globally, Maximus has operations in India, Saudi Arabia, United Arab Emirates, and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people's lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus Canada and their dedication to connecting citizens with the services they need from Government agencies.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you would like to request assistance in accessing job openings, applying for a job on this site, completing screening and/or interview questionnaires or participating in any aspect of the recruitment and selection process, please contact us at careers@maximuscanada .ca

Department Summary

The Contact Centre as a Service ( CCaaS ) department within Customer Experience and Solution Operations at Maximus Canada is dedicated to delivering modern, cloud-based contact center solutions for government and public sector clients. Leveraging platforms such as Genesys Cloud CX, the department provides secure, scalable, and omnichannel citizen engagement-including voice, chat, email, SMS, and video-through a unified interface. The CCaaS team drives operational excellence by integrating advanced technologies like AI, automation, and analytics, ensuring continuous improvement, compliance, and high service quality. The department collaborates closely with IT, service delivery, and business intelligence teams to architect solutions that meet evolving client needs, optimize performance, and support digital transformation initiatives.

Position Summary

The Business Systems Analyst at Maximus Canada acts as a strategic bridge between business needs and advanced technology solutions, leveraging artificial intelligence (AI), automation, and data analytics to drive operational excellence and digital transformation. This role ensures that technology investments directly support Maximus Canada's business objectives , improve productivity, and enhance overall performance across omni-channel platforms such as Genesys Cloud CX.

Your typical week at Maximus (what the duties entail) :

Technology Alignment & Business Value

• Ensure all technology solutions-including AI-powered features-meet Maximus Canada's business objectives , drive measurable productivity gains, and enhance contact center performance.
• Conduct strategic analysis of the contact center, identifying opportunities for automation and AI solutions that improve customer experience and operational efficiency.

Requirements & Solution Design

• Gather and document business and technical requirements from stakeholders and end users.
• Map user journeys, design process flows, and create epics and user stories for development teams.
• Translate business requirements into CCaaS and AI solution specifications.

CCaaS AI Integration & Implementation

• Collaborate with Cloud Engineers, Solutions Analysts and platform teams to design, develop, and deploy CCaaS and AI solutions tailored to Maximus Canada's needs.
• Integrate AI features ( e.g. virtual agents, auto-QA, summarization) into CCaaS platforms, ensuring seamless handoff between Virtual and human agents.
• Lead testing and validation of CCaaS and AI systems, monitoring performance and iterating based on feedback and analytics.

Validation & Testing

• Design automated and manual test workflows, including detailed test cases.
• Schedule and validate User Acceptance Testing (UAT) sessions with clients, ensuring solutions meet business needs.
• Validate both automated and manual test workflow runs for accuracy and completeness.

Stakeholder Management & Change Adoption

• Manage stakeholder relations, ensuring clear communication and alignment throughout project lifecycles.
• Lead organizational change management for CCaaS AI projects, including readiness assessments, communication plans, and training for end users and stakeholders.
• Participate in Change Advisory Board (CAB) meetings and client demonstrations as required .

Governance, Documentation & Training

• Develop and maintain team naming conventions and documentation standards.
• Ensure AI solutions comply with data privacy, security, and regulatory requirements.
• Monitor and address issues related to AI fairness, transparency, and explainability.
• Conduct regular training sessions for team members on new tools, processes, and AI capabilities.

Performance Monitoring & Collaboration

• Define and track KPIs for AI and CCaaS initiatives, using advanced analytics and visualization tools (e.g., Power BI, Microsoft Fabric) to measure impact and ROI.
• Monitor and report on project progress, performance metrics, and business outcomes.
• Collaborate with IT and other departments to ensure seamless integration of new systems and solutions.
• Identify and architect solutions to remove technical debt and improve system integration.

What you offer us

• Proven experience in business analysis, with hands-on exposure to AI and integration projects in contact center or SaaS environments.
• Nice to have: Genesys Cloud Certified Professional or AWS Connect Communications Specialist.

Knowledge Skills and Abilities

• Strong understanding of AI concepts, data modeling, and analytics platforms.
• Experience with CCaaS platforms (e.g., Genesys Cloud), cloud services, and API integrations.
• Genesys Cloud Certified Business Analyst or Genesys Cloud Certified Associate.
• Proficiency in requirements gathering, process modeling, and solution documentation.
• Excellent communication, stakeholder engagement, and change management skills.

Education and Experience

• Bachelor's degree in business, Computer Science, or related field.

Other

• Must be able to pass a Criminal Record Check
• Must be eligible for Ontario and Federal Security clearances.

What we offer you

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide . Maximus Canada offers the following:

• C ompetitive market-based salaries
• C omprehensive employer-paid benefits from day one
• Competitive vacation allowance
• Group R etirement Savings P lan
• H ybrid and remote work environments in Canada
• Workplace Telework allowance
• Annual paid bonus based on overall company performance
• Employee appreciation events

Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations and gender identities recognizing that this is paramount for the growth and success of our organization.

Salary Range - $ 72,972 to $90,702 annually

Maximus Global Core Values

• Accountability - Accepting responsibility to solve problems and rise to each challenge
• Collaboration - Partnering to instill trust and working as one
• Compassion - Empowering humanity by applying empathy and insight to every interaction
• Customer Focus - Cultivating an authentic desire to help others succeed
• Innovation - Embracing change and championing new ways forward
• Respect - Valuing the work we do, who we do it with, and the people we serve

We will be accepting applications until the position is filled.

Please note that while all applications are appreciated, only those candidates selected for an interview will be contacted . (No Agencies , Please)

Works with business analysts and reviews/recommends options for systems solutions individually, or as part of team, including assisting users in identifying information requirements, collecting data and interviewing users regarding business/information needs, analyzing system requirements including hardware and software, assessing possible integration with or use of existing systems, investigating alternative solutions to meet requirements, evaluating costs and benefits of each solution and making recommendations

• Designs, develops, and implements custom applications, interfaces and integrations using a variety of programming languages, database platforms, tools and technologies targeted towards multiple platforms, formats and clients

• Implements third party application software, interfaces and integrations

• Provides expertise, mentorship and adheres to software design patterns and software development lifecycle

• Inputs into and defines software development project plans, including scope, requirements, schedule, and implementation timelines

• Reviews and provides guidance to others regarding software design and application source code development including peer code reviews and quality checks

• Investigate and provide solutions to technical problems encountered by systems users

• Researches, evaluates, and recommends various industry best practices for software development, current technologies and their suitability

• Prepares system documentation such as entity relationship diagrams, application flow diagrams, use cases, user guides, technical documentation, test plans, and maintenance procedures

• Adheres to corporate asset management standards, policies and procedures for creating, maintaining and storing application source code and documentation

• Establishes, develops, maintains and enhances technical or operational policies, procedures, standards related to system application programming

• Assists with technical documentation and training material regarding process flows and proper use of applications and systems

• Adheres to established ITIL process and Project Management practices

• Remains current with state-of-the-art software development and technology trends

• Will be responsible for on-call duties and response to emergencies / escalations as needed

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.