Business Analyst

Company Bio Legal Aid Ontario employees are committed to making a difference in the lives of our clients. As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law. If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below. Primary function The Business Analyst serves as a subject matter expert for LAO’s Contact Centre, providing expertise in Contact Centre processes, systems and functionality. The role is responsible for requirements development, process improvement, operational issue resolution and technology optimization across the Contact Centre and other departmental initiatives. The Business Analyst will play a key role in the continued evolution of the Contact Centre on the CCaaS platform, including remaining implementation phases, enhancements and continuous improvement initiatives. The role works closely with the Contact Centre, Intake Operations, vendors and other stakeholders to translate business needs into effective technology solutions and operational processes. Primary Location: Provincial Office - Toronto Secondary/Tertiary Location(s): Not Applicable Reporting to: Operations Manager, Intake Operations Support Key accountabilities Elicit, analyze, validate and document business requirements for Contact Centre technology and departmental initiatives. Lead discovery sessions, requirements analysis, gap analysis and business process reviews to identify business needs, risks and opportunities for improvement. Translate high-level business needs into clear and comprehensive Business Requirements Documents and other supporting documentation and track requirements throughout the project lifecycle to ensure alignment through solution design, testing and implementation. Develop recommendations for process, technology and service improvements based on business needs, analysis and operational impacts. Serve as a subject matter expert on Contact Centre processes, workflows, call routing and system functionality, including the continued implementation, optimization and evolution of the Contact Centre’s CCaaS platform. Lead or participate in remaining CCaaS implementation phases, enhancements and future functionality, including configuring and optimizing IVR menus, call routing, queues, skills and related Contact Centre functionality, as required. Analyze the operational impact of proposed technology changes and recommend appropriate solutions. Develop test plans, test cases, scripts and scenarios for system changes and enhancements and conduct or coordinate functional, user acceptance and regression testing. Coordinate implementation activities, issue tracking, defect resolution and post-implementation validation. Investigate operational and system issues, identify root causes and work with stakeholders, vendors and technical teams to evaluate and implement sustainable solutions aligned with business and operational requirements, while identifying opportunities for continuous improvement. Develop and maintain processes to monitor Contact Centre system activities, issues, risks and opportunities for improvement. Analyze Contact Centre metrics, reporting and operational data to identify trends, assess performance and inform recommendations for improvement. Collaborate with cross-functional teams to implement process and operational improvements that enhance efficiency, service quality and client experience. Provide recommendations to the Operations Manager and IOS Director regarding process improvements, technology changes and client service strategies. Develop and maintain business, technical and operational documentation, including Business Requirements Documents, business notes, job aids and process documentation. Lead or participate in the development of RFIs, RFPs, business requirements, evaluations and vendor selection activities, as required. Perform other related duties and initiatives as required. Required Skills & Experience Minimum five years of experience in a Business Analyst role with demonstrated experience in requirements gathering, business process analysis, gap analysis and process mapping. Demonstrated experience working with Contact Centre technology, specifically Genesys Cloud CX configuration, functionality, troubleshooting, or implementation. Strong knowledge of Contact Centre operations, including call routing, queues, skills, IVR, reporting, analytics, and Contact Centre performance metrics. Experience with Workforce Management and/or Quality Management solutions, particularly Verint Enterprise WFM and/or QM, is considered an asset. Experience leading or participating in the implementation, migration, or significant enhancement of a Contact Centre technology platform. Experience developing Business Requirements Documents and other clear, concise documentation for a variety of stakeholders. Experience developing test plans, test cases or scripts and conducting functional, user acceptance and regression testing. Experience supporting project implementation, issue tracking, troubleshooting and post-implementation activities. Experience with IVR, queue, skill, and call-routing configurations is an asset. Strong analytical skills and the ability to interpret Contact Centre metrics, operational data, and reporting. Experience working with vendors and participating in RFI/RFP processes, vendor evaluations or technology procurements. Knowledge of network and technical requirements relevant to Contact Centre technologies and user environments. Solid understanding of project lifecycle and project management principles. Business, IT, or related degree and/or Business Analysis certification. CBAP is considered an asset. Experience creating technical and operational job aids and delivering training or demonstrations to end users and stakeholders. Strong verbal and written communication skills, with the ability to effectively communicate with management, business stakeholders, technical teams, and vendors. Strong presentation, interpersonal, conflict resolution, and problem-solving skills. Demonstrated ability to manage multiple priorities, projects, and deadlines in a fast-changing environment. Highly organized, adaptable, and able to work independently while collaborating effectively across teams. To apply submit a cover letter & résumé. Only those candidates selected for an interview will be notified by email. Final candidates for this position will be required to undergo a criminal record check. This position is collectively represented by the Ontario Public Service Employees Union (OPSEU) and the successful incumbent will be governed by the provisions of a collective agreement and subject to union dues. Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly. First time applying to LAO? You will need to create a profile AND then apply for the position. Already have an Njoyn account? Just sign in and select "my jobs" to apply. Once you have successfully applied you will receive a confirmation email. Trouble applying? For telephone support please call 1-877-427-7717 or email support: [email protected] Equity Statement Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO. LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community. We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code. Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.

The Business Analyst serves as a subject matter expert for the Contact Centre, focusing on requirements development and technology optimization on the CCaaS platform. They translate business needs into technical solutions and lead process improvements to enhance service quality and client experience.

Candidates need at least five years of experience as a Business Analyst with specific expertise in Genesys Cloud CX and Contact Centre operations. A degree in Business or IT and a CBAP certification are preferred.

• Gestion de projetSouhaitée
• Collecte des exigencesSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Requirements Gathering
• Business Process Analysis
• Gap Analysis
• Process Mapping
• Genesys Cloud CX
• Contact Centre Operations
• IVR Configuration
• Call Routing
• User Acceptance Testing
• Business Requirements Documentation
• Workforce Management
• Quality Management
• Vendor Management
• Analytical Skills
• Project Management
• Stakeholder Communication

• Legal
• Technology
• Customer Service & Support
• Data & Analytics
• Government & Public Sector

Formation minimale

Diplôme professionnel

Expérience minimale

5+ ans

Postuler avant le

25 sept. 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Niveau d’expérience

Mid-Senior level