Business Analyst – Contact Centre

Tools / Technologies

• Contact centre platforms (telephony, IVR, WFM, CRM integrations)
• Cloud & SaaS solutions
• Azure DevOps
• Agile and Waterfall delivery tools

About the Team & Impact

You will support Intelligent Networks & Infrastructure team on a major initiative to implement a cloud-based SaaS solution for the contact centre. This role plays a key part in ensuring business needs are accurately translated into technical solutions that improve service delivery and customer experience.

Key Responsibilities

• Elicit, analyze, and document business and functional requirements.
• Partner with stakeholders to translate business needs into solution designs.
• Support delivery of a cloud-based SaaS contact centre solution.
• Apply Agile and Waterfall methodologies across project phases.
• Facilitate workshops, interviews, and reviews with business and IT teams.
• Maintain clear, structured documentation aligned to SaskPower standards.
• Support change management and user readiness activities.
• Coordinate with technical teams to validate requirements and solutions.

Must Have

• Significant experience as an IT Business Analyst on technology projects.
• Proven experience gathering and documenting business requirements.
• Hands-on experience with both Agile and Waterfall methodologies.
• Background working with business and technical stakeholders.
• One of the following certifications: IIBA CBAP, PMI-PBA, or IIBA AAC.