Department Summary 

The Contact Centre as a Service (CCaaS) department within Customer Experience and Solution Operations at Maximus Canada is dedicated to delivering modern, cloud-based contact center solutions for government and public sector clients. Leveraging platforms such as Genesys Cloud CX, the department provides secure, scalable, and omnichannel citizen engagement—including voice, chat, email, SMS, and video—through a unified interface. The CCaaS team drives operational excellence by integrating advanced technologies like AI, automation, and analytics, ensuring continuous improvement, compliance, and high service quality. The department collaborates closely with IT, service delivery, and business intelligence teams to architect solutions that meet evolving client needs, optimize performance, and support digital transformation initiatives. 

 

Position Summary  

The Business Systems Analyst at Maximus Canada acts as a strategic bridge between business needs and advanced technology solutions, leveraging artificial intelligence (AI), automation, and data analytics to drive operational excellence and digital transformation. This role ensures that technology investments directly support Maximus Canada’s business objectives, improve productivity, and enhance overall performance across omni-channel platforms such as Genesys Cloud CX. 

 

Your typical week at Maximus (what the duties entail): 

Technology Alignment & Business Value 

Ensure all technology solutions—including AI-powered features—meet Maximus Canada’s business objectives, drive measurable productivity gains, and enhance contact center performance. Conduct strategic analysis of the contact center, identifying opportunities for automation and AI solutions that improve customer experience and operational efficiency. 

Requirements & Solution Design 

Gather and document business and technical requirements from stakeholders and end users. Map user journeys, design process flows, and create epics and user stories for development teams. Translate business requirements into CCaaS and AI solution specifications.  

CCaaS AI Integration & Implementation 

Collaborate with Cloud Engineers, Solutions Analysts and platform teams to design, develop, and deploy CCaaS and AI solutions tailored to Maximus Canada’s needs. Integrate AI features (e.g. virtual agents, auto-QA, summarization) into CCaaS platforms, ensuring seamless handoff between Virtual and human agents. Lead testing and validation of CCaaS and AI systems, monitoring performance and iterating based on feedback and analytics.  

Validation & Testing 

Design automated and manual test workflows, including detailed test cases. Schedule and validate User Acceptance Testing (UAT) sessions with clients, ensuring solutions meet business needs. Validate both automated and manual test workflow runs for accuracy and completeness. 

Stakeholder Management & Change Adoption 

Manage stakeholder relations, ensuring clear communication and alignment throughout project lifecycles. Lead organizational change management for CCaaS AI projects, including readiness assessments, communication plans, and training for end users and stakeholders. Participate in Change Advisory Board (CAB) meetings and client demonstrations as required.  

Governance, Documentation & Training 

Develop and maintain team naming conventions and documentation standards. Ensure AI solutions comply with data privacy, security, and regulatory requirements. Monitor and address issues related to AI fairness, transparency, and explainability. Conduct regular training sessions for team members on new tools, processes, and AI capabilities.  

Performance Monitoring & Collaboration 

Define and track KPIs for AI and CCaaS initiatives, using advanced analytics and visualization tools (e.g., Power BI, Microsoft Fabric) to measure impact and ROI. Monitor and report on project progress, performance metrics, and business outcomes. Collaborate with IT and other departments to ensure seamless integration of new systems and solutions. Identify and architect solutions to remove technical debt and improve system integration. 
 
 

What you offer us 

Proven experience in business analysis, with hands-on exposure to AI and integration projects in contact center or SaaS environments. Nice to have: Genesys Cloud Certified Professional or AWS Connect Communications Specialist. 
 

Knowledge Skills and Abilities  

Strong understanding of AI concepts, data modeling, and analytics platforms. Experience with CCaaS platforms (e.g., Genesys Cloud), cloud services, and API integrations. Genesys Cloud Certified Business Analyst or Genesys Cloud Certified Associate. Proficiency in requirements gathering, process modeling, and solution documentation. Excellent communication, stakeholder engagement, and change management skills. 

 

Education and Experience 

Bachelor’s degree in business, Computer Science, or related field. 

Other 

Must be able to pass a Criminal Record Check Must be eligible for Ontario and Federal Security clearances. 

 

What we offer you  

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following: 

 

Competitive market-based salaries Comprehensive employer-paid benefits from day one Four weeks of paid vacation Group Retirement Savings Plan Hybrid and remote work environments in Canada Workplace Telework allowance  Annual paid bonus based on overall company performance  Employee appreciation events  

  

Maximus is passionate about our employees and place their well-being at the center of our people strategy.  We are committed and proud to build a workforce that reflects the communities we serve.  We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations and gender identities recognizing that this is paramount for the growth and success of our organization. 

Salary Range – $72,972 to $90,702 annually 

 

Maximus Global Core Values 

Accountability - Accepting responsibility to solve problems and rise to each challenge Collaboration - Partnering to instill trust and working as one Compassion - Empowering humanity by applying empathy and insight to every interaction Customer Focus - Cultivating an authentic desire to help others succeed Innovation - Embracing change and championing new ways forward Respect - Valuing the work we do, who we do it with, and the people we serve 

 

We will be accepting applications until the position is filled. 

 

Please note that while all applications are appreciated, only those candidates selected for an interview will be contacted. (No Agencies, Please)

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy.  We are committed and proud to build a workforce that reflects the communities we serve.  We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.