Inclusion without Exception:

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.

Tata Consultancy Services (BSE: 532540, NSE: TCS) is the technology partner of choice for industry-leading organizations worldwide. Since its inception in 1968, TCS has upheld the highest standards of innovation, engineering excellence and customer service.

It has set an aspiration to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence.

Rooted in the heritage of the Tata Group, TCS is focused on creating long term value for its clients, its investors, its employees, and the community at large. With a highly skilled workforce spread across 56 countries and 194 service delivery centers across the world, the company has been recognized as a top employer in six continents. With the ability to rapidly apply and scale new technologies, the company has built long term partnerships with its clients. Many of these relationships have endured into decades and navigated every technology cycle, from mainframes in the 1970s to artificial intelligence today.

Job Description: Key Responsibilities Business System Analysis Collaborate with Contact Center Operations, Product Owners, CX, Compliance, and Technology teams to understand business needs and translate them into system requirements. Elicit, analyze, document, and manage business, functional, and non-functional requirements (BRD, FRD, user stories). Perform impact analysis across contact center platforms, downstream systems, and integrations. Digital Contact Center Technology Support requirements and solution design across omnichannel contact center platforms, including voice (IVR, ACD, call routing) Digital channels (Chat, Email, SMS, Social, Bots) CRM and Case Management integrations Work closely with architects and vendors on platform capabilities, configuration, and upgrades. Support contact center transformations, including cloud migration and legacy modernization. Delivery Agile Execution Participate in Agile Scrum ceremonies backlog grooming, sprint planning, demos, and retrospectives. Break down requirements into epics, features, and user stories with acceptance criteria. Support SIT, UAT, and production readiness activities triage defects and clarify requirements. Risk, Compliance Controls (Banking)Ensure solutions comply with banking regulatory requirements, data privacy, security, and risk policies. Support audit, access control, data residency, and SOX regulatory documentation. Identify risks and dependencies early and work with stakeholders to mitigate them. Stakeholder Vendor Management Act as a single point of contact for business stakeholders for assigned capabilities. Coordinate with vendor teams, offshore delivery teams, and enterprise platforms. Support executive-level communication through structured decks, summaries, and readouts Required Skills Qualification score Skills Experience as a Business Systems Analyst in BFSI Strong experience in Digital Contact Center Customer Engagement platforms Hands-on experience with Omnichannel contact center solutions.

Salary Range - CA$ 90,000 - CA$ 120,000 Per Year

TCS does not use artificial intelligence tools for candidate screening or evaluation. This post is for a current vacancy. The hiring process includes an initial screening, followed by a technical evaluation and managerial discussion.

Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodation during the recruitment and selection process, please inform Human Resources.

Thank you for your interest in TCS. Candidates that meet the qualifications for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.