Senior Business Analyst – Contact Center

Business Analysis
Ontario – Toronto
April 24, 2026
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Job Description

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Hiring: Senior Business Analyst – Contact Center | Toronto, ON (Hybrid)

Looking for professionals with 8+ years of BA experience in the Contact Center domain. Strong expertise in IVR, ACD, CTI, omnichannel platforms, and experience with Salesforce, ServiceNow, Jira/Confluence is required. Exposure to Genesys Cloud or Amazon Connect is a plus.

Ideal candidates should have strong experience in process optimization, KPI analysis (AHT, FCR, CSAT, SLA), and stakeholder management.

Interested candidates can share resumes at vivek@spruceinfotech.com or connect with me..

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