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 <ul> <li> Collaborate with vendor partners to support solution design and successful implementation </li> <li> Gather and document business requirements from cross-functional teams across the bank </li> <li> Create, analyse, and modify end-to-end process maps and business rules </li> <li> Develop and maintain Data Dictionaries and Interface Agreements </li> <li> Engage and manage diverse stakeholder groups across the organisation </li> </ul> What We’re Looking For <ul> <li> Proven experience as a Business Analyst in large-scale transformation or technology projects </li> <li> Strong documentation skills, including process maps, business rules, and data dictionaries </li> <li> Experience in stakeholder management across complex organisational structures </li> <li> Ability to translate business needs into clear functional specifications </li> <li> Structured and analytical mindset with a collaborative approach to problem-solving </li> </ul> Bonus Points For <ul> <li> Experience working within a contact centre environment or supporting contact centre initiatives </li> <li> Familiarity with Real-Time Agent Assist or AI-powered call support technologies </li> <li> Previous involvement in vendor-led solution delivery </li> <li> Understanding of interface agreement processes in enterprise settings </li> <li> Exposure to financial services or banking sector projects </li> </ul> Why Join Capco <ul> <li> Deliver high-impact technology solutions for Tier 1 financial institutions </li> <li> Work in a collaborative, flat, and entrepreneurial consulting culture </li> <li> Access continuous learning, training, and industry certifications </li> <li> Be part of a team shaping the future of digital financial services </li> <li> Help shape the future of digital transformation across FS &amp; Energy </li> </ul>   We offer a competitive, people‑first benefits package designed to support every aspect of your life in Toronto: Core Benefits: <ul> <li> Discretionary performance bonus; RRSP matching; extended health, dental, and vision coverage. </li> <li> Life insurance and critical illness protection. </li> </ul> Work‑Life &amp; Flexibility: <ul> <li> Hybrid working model (office / remote), with 4 days in office </li> <li> Generous vacation policy, plus statutory holidays; paid parental, adoption, and family leave. </li> </ul> Wellness &amp; Mental Health: <ul> <li> Employee Assistance Program; virtual mental health/wellness support. </li> <li> Coverage for paramedical services (e.g. physiotherapy, chiropractor) and virtual care. </li> </ul> Learning &amp; Development: <ul> <li> Professional development budget for certifications, workshops, conferences. </li> <li> Internal coaching, mentorship, and learning programs. </li> </ul> Extra Perks: <ul> <li> Gym / fitness reimbursement or partnerships. </li> <li> Discounts or memberships (e.g. wellness apps, software tools). </li> </ul> 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.