Business Analyst – CCaaS (Amazon Connect)

Location: REMOTE / Toronto, Ontario. This job allows you to work remotely.

Our client is a leading technology solutions provider with over 600 professionals across 14 offices in North America. At the forefront of innovation, they deliver cutting‑edge solutions rooted in integrity, accountability, and technical excellence. Their employees serve as ambassadors, ensuring partners receive world‑class service through transformative communication technologies.

We are seeking a Business Analyst to drive contact center modernization and Agentic AI initiatives within our Amazon Connect practice. This role is focused on the critical intersection of business strategy and technical execution.

You will be responsible for translating complex business and CX needs into clear requirements, prioritized use cases, and actionable journeys. Working closely with architecture and delivery teams, you will enable AI‑driven outcomes that result in measurable improvements for both ...