Senior Business Analyst
at Maximus

Job Description

What a typical week looks like

• Lead client engagement sessions, including requirement workshops, demos, discovery sessions, and ongoing communication with government partners.
• Facilitate collaboration across stakeholders, ensuring diverse business needs and operational realities are understood, recorded, and translated into actionable work.
• Lead the development of customer journey maps, current-state and future-state workflows, and business process documentation to support solution clarity and alignment.
• Own the CCaaS product backlog, including writing user stories, defining acceptance criteria, prioritizing work, sequencing sprints, and maintaining traceability.
• Manage sprint ceremonies (standups, sprint planning, reviews, retrospectives), ensuring effective communication and delivery cadence across cross-functional teams.
• Create and maintain business-facing documentation, including requirements, process flows, release notes, and communication artifacts for stakeholders and end users.
• Support continuous improvement by identifying workflow efficiencies, opportunities for automation, and enhancements to the customer experience.
• Coordinate and lead User Acceptance Testing (UAT), including planning, test case development, facilitation with clients, and managing issue triage.
• Provide accurate, timely reporting on delivery progress, risks, decisions, and upcoming priorities to leadership and stakeholders.
• Ensure alignment with CCaaS delivery standards, Agile practices, and organizational quality expectations.
• Maintain awareness of emerging CCaaS technology trends, contact centre capabilities, and evolving client requirements to support strategic planning.
• Develop templates and standardized workflows that improve consistency in requirements gathering, documentation, and client communication.

Organization Structure

AVP, Customer Experience and Solution Ops

Manager, Contact Centre as a Service

Senior Business Analyst

What you bring

Education and Experience

• Diploma or degree in Business Administration, Computer Science, or a related field, or an equivalent combination of education and experience.
• 5+ years of experience in business analysis, delivery coordination, product ownership, or client-facing roles in technology or service environments.
• Experience with cloud platforms, SaaS solutions, contact centre operations, or customer experience technology (preferred).
• Demonstrated ability to lead workshops, document requirements, and manage multiple concurrent work streams.
• Strong communication skills with experience working directly with clients or external stakeholders.

Knowledge, Skills and Abilities

• Strong proficiency in requirements elicitation, business process mapping, user journey design, and documentation.
• Ability to translate business needs into structured user stories, acceptance criteria, and prioritized backlog items.
• Skilled in stakeholder engagement, communication, and managing expectations across diverse functional groups.
• Strong organizational skills with the ability to coordinate across BSA, Solutions Analyst, Integration Engineer, and Genesys Cloud Engineers.
• Understanding of omnichannel contact centre concepts including routing, WFM, quality, reporting, and automation (asset, not required).
• Ability to lead UAT cycles, manage defect triage, and ensure business acceptance.
• Strong analytical and problem-solving skills with the ability to identify gaps, clarify ambiguity, and maintain alignment across teams.
• Ability to prepare clear, structured documentation including requirements, process maps, release notes, and workflows.
• Adaptability and leadership without authority, with the ability to influence, coordinate, and bring clarity within a dynamic technical environment.

Other Requirements

Must be able to pass a Criminal Record Check

What we offer

Your work empowers us to deliver essential services for communities across Canada-and we're proud to support you with benefits that reflect your contributions.

• Competitive market‑based salaries
• Comprehensive employer‑paid benefits starting on day one
• Competitive paid vacation
• Group Retirement Savings Plan
• Flexible hybrid and remote work options within Canada
• Employee appreciation programs and events

Additional Application Information

We will be accepting applications until the position is filled.
Only candidates selected for an interview will be contacted.

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.

Minimum Salary
$93,000.00

Maximum Salary
$112,000.00