Business Analyst – Real-Time Agent Assist
Location: Toronto (Hybrid, 4 days in office) | Practice Area: Business Consulting | Type: Permanent
Drive impactful contact centre transformation with real-time insights
The Role
We’re seeking a Business Analyst to support the design and implementation of a Real-Time Agent Assist capability within a major banking contact centre. You’ll engage with a third-party vendor to shape the solution and play a central role in aligning multiple teams across the bank. This is a high-visibility opportunity for someone with strong analytical thinking, documentation skills, and stakeholder management experience.
What You’ll Do
Collaborate with vendor partners to support solution design and successful implementation
Gather and document business requirements from cross-functional teams across the bank
Create, analyse, and modify end-to-end process maps and business rules
Develop and maintain Data Dictionaries and Interface Agreements
Engage and manage diverse stakeholder groups across the organisation
What We’re Looking For
Proven experience as a Business Analyst in large-scale transformation or technology projects
Strong documentation skills, including process maps, business rules, and data dictionaries
Experience in stakeholder management across complex organisational structures
Ability to translate business needs into clear functional specifications
Structured and analytical mindset with a collaborative approach to problem-solving
Bonus Points For
Experience working within a contact centre environment or supporting contact centre initiatives
Familiarity with Real-Time Agent Assist or AI-powered call support technologies
Previous involvement in vendor-led solution delivery
Understanding of interface agreement processes in enterprise settings
Exposure to financial services or banking sector projects
Why Join Capco
Deliver high-impact technology solutions for Tier 1 financial institutions
Work in a collaborative, flat, and entrepreneurial consulting culture
Access continuous learning, training, and industry certifications
Be part of a team shaping the future of digital financial services
Help shape the future of digital transformation across FS & Energy
We offer a competitive, people‑first benefits package designed to support every aspect of your life in Toronto:
Core Benefits:
Discretionary performance bonus; RRSP matching; extended health, dental, and vision coverage.
Life insurance and critical illness protection.
Work‑Life & Flexibility:
Hybrid working model (office / remote), with 4 days in office
Generous vacation policy, plus statutory holidays; paid parental, adoption, and family leave.
Wellness & Mental Health:
Employee Assistance Program; virtual mental health/wellness support.
Coverage for paramedical services (e.g. physiotherapy, chiropractor) and virtual care.
Learning & Development:
Professional development budget for certifications, workshops, conferences.
Internal coaching, mentorship, and learning programs.
Extra Perks:
Gym / fitness reimbursement or partnerships.
Discounts or memberships (e.g. wellness apps, software tools).
Inclusion at Capco
We’re committed to a barrier-free, inclusive recruitment process. If you need any adjustments at any stage, just let us know – we’ll be happy to help. We welcome applicants from all backgrounds. At Capco, we value the difference you make, and the differences that make you. Our #BeYourselfAtWork culture champions diversity, equity and inclusivity, and we bring a collaborative mindset to our partnerships with clients and colleagues. #BeYourselfAtWork is the cornerstone of our success and a value that our employees live and breathe every day.
Top Skills
What the Team is Saying
What We Do
Capco, a Wipro company, is a global management and technology consultancy specializing in driving transformation in the energy and financial services industries. Capco operates at the intersection of
business and technology by combining innovative thinking with unrivalled industry knowledge to fast-track digital initiatives for banking and payments, capital markets, wealth and asset management, insurance,
and the energy sector. Capco’s cutting edge ingenuity is brought to life through its award-winning Be Yourself At Work culture and diverse talent.
TRUSTED ADVISORS - Our collaborative and entrepreneurial approach position us as trusted long-term partners to our clients.
DEEP EXPERTISE - Clients look to us for clear guidance, proven expertise, and the support they need to set their companies up for success.
DISRUPTIVE SOLUTIONS- We do not provide off -the-shelf answers to clients’ challenges. Instead, we work in close collaboration to understand the issues, and craft disruptive, bespoke solutions.
ACCOUNTABILITY AND OWNERSHIP - We recognize every client has distinct needs and expectations, and we take ownership and accountability for the solutions we design, build, and deliver.
Why Work With Us
We support and encourage an inclusive culture, entrepreneurial outlook and independent thinking. Capco is not about organizational charts and rigid hierarchies – we want all employees to feel that Capco is their firm to own and run. We believe diversity powers innovation. Be Yourself At Work (#BYAW) is an integral and underlying part of our culture
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Capco Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
