Business Systems Analyst
at Maximus

Job Description

Maximus Canada is hiring a Business Systems Analyst to support our Contact Centre as a Service (CCaaS) and AI-driven digital transformation initiatives. This role connects business needs with cloud-based technology solutions, helping design and optimize omnichannel contact centre environments using platforms like Genesys Cloud CX, automation tools, and AI capabilities.

This is a great opportunity for someone with experience in business analysis, CCaaS, or AI‑powered customer experience looking to grow in a fast-evolving tech environment.

What a Typical Week Looks Like

• Gather and document business and technical requirements
• Map user journeys, process flows, and create user stories
• Translate requirements into CCaaS and AI solution designs
• Support integration of AI features such as virtual agents, auto‑QA, and summarization
• Collaborate with Cloud Engineers and solution teams on deployment
• Design and execute manual and automated test plans
• Lead UAT sessions and validate results with stakeholders
• Communicate with stakeholders and support change readiness
• Maintain documentation, process standards, and naming conventions
• Track KPIs using tools like Power BI and Microsoft Fabric
• Identify opportunities to improve system performance and reduce technical debt

What You Bring

• Bachelor's degree in Business, Computer Science, or a related field
• Experience in business analysis within contact centres, SaaS, or cloud platform environments
• Exposure to AI, automation, or data-driven CX improvements
• Understanding of CCaaS platforms such as Genesys Cloud or AWS Connect
• Strong skills in requirements gathering, workflow modeling, and documentation
• Excellent communication, stakeholder management, and problem-solving abilities

Nice to Have

• Genesys Cloud Certified Professional or Associate
• AWS Connect Communications Specialist

Tools You'll Work With

• Genesys Cloud and AWS Connect
• Azure AI, Power BI, Microsoft Fabric
• Microsoft Teams, SharePoint, Loop
• GitHub Actions, Terraform
• Visio, Mermaid, Diagram-as-Code tools

What We Offer

• Remote work from anywhere in Canada
• Competitive compensation and professional development
• Comprehensive employer-paid benefits starting on day one
• Competitive paid vacation
• Group Retirement Savings Plan
• Employee appreciation programs and events
• Work that directly supports public sector modernization
• Collaborative, mission-driven, and technology-forward team
• Opportunities to develop skills in AI, automation, CCaaS, and analytics

Additional Application Information

We will be accepting applications until the position is filled.

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
$74,625.00

Maximum Salary
$90,994.00