Business analyst with AI /Agentic AI - JOB-32587

Prospective Start Date:  13 Oct 2025           
Prospective End Date: 17 Apr 2026  
Location: Toronto, ON, 
Physical Presence: Hybrid - 1 day per week in office                                      


Job Description:

Business Analyst – Banking Contact Centre AI Solutions

We are seeking a highly experienced Business Analyst to partner with our banking client in driving enhancements to their Agentic AI-powered Contact Centre solutions. This role will focus on gathering, analyzing, and translating business requirements into actionable outcomes, ensuring the AI solution delivers measurable value across customer service operations.

Key Responsibilities

• Lead end-to-end requirements gathering, documentation, and stakeholder alignment for AI-driven contact centre enhancements.

• Collaborate with product owners, solution architects, and technical teams to define functional and non-functional requirements.

• Act as a bridge between business and technology teams, ensuring clarity and shared understanding of goals.

• Support Agile ceremonies including backlog refinement, sprint planning, and reviews.

• Drive adoption and ensure solutions align with regulatory, operational, and customer experience needs within the banking environment.

Must Have Qualifications

• 7–10 years of proven experience as a Business Analyst in enterprise environments.

• Hands-on experience working with AI-based solutions (machine learning, conversational AI, or agentic AI).

• Deep understanding of contact centre operations within the banking or financial services sector.

• Strong skills in stakeholder management with excellent communication and facilitation abilities.

• Proficiency in Agile delivery frameworks.

Nice to Have

• Exposure to Agentic AI tools and frameworks such as AutoGPT, BabyAGI, LangChain, or similar.

• Knowledge of conversational AI integration patterns, LLM prompt engineering, or agent orchestration.

• Experience in managing complex transformation programs in highly regulated industries.

Why Join?

This is an exciting opportunity to play a pivotal role in shaping the future of AI-powered customer engagement in banking. You will work at the intersection of innovation and customer experience, directly influencing how customers interact with intelligent contact centre solutions.