Senior Business Systems Analyst, Care Automation

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

The Care Automation team builds the systems and intelligent workflows that power how Toast supports its community. Our work connects the platforms, integrations, and automation tools that our Customer Care Agents rely on every day to resolve issues seamlessly and deliver a world-class customer experience.

We are looking for a Senior Business Systems Analyst to serve as the critical link between care operations and engineering. As the system authority for your domain, you’ll collaborate closely with software engineers and Salesforce developers to translate complex, high-volume support processes into rock-solid requirements engineering teams can build against with confidence.

A day in the life (Responsibilities)

• Partner with Product Managers to design scalable customer care processes. Map end-to-end workflows and edge cases to ensure technical systems directly drive operational goals.

• Translate high-level product intent into crisp functional and technical specifications, ensuring engineering teams have the depth and clarity needed to build immediately.

• Drive product QA and lead User Acceptance Testing (UAT) with customer care teams. Serve as the primary point of contact for domain quality and issue resolution.

• Leverage data to quantify operational friction and measure impact. Build dashboards, monitor performance metrics, and conduct root-cause analyses to prove outcomes.

• Manage cross-functional project dependencies, navigate trade-offs between scope, quality, and priority, and turn post-launch insights into actionable next steps.

• Proactively spot system bottlenecks and surface high-impact opportunities to optimize product performance and agent experience.

What you'll need to thrive (Requirements)

• 5+ years as a Business Systems Analyst (or similar role) delivering complex, enterprise-grade technical solutions.

• Demonstrated ability to take vague, complex business challenges and turn them into clear, testable technical specifications.

• Hands-on experience architecting integrations across enterprise systems, with strong technical intuition for how configuration and data flows perform at scale.

• Proficiency in SQL and a strong track record of building actionable dashboards, reporting tools, and process documentation.

• Deep familiarity with Agile/SDLC methodologies and a solid understanding of customer care operations.

• Bachelor’s degree in a related technical/business field, or equivalent practical experience.

What will help you stand out (Nonessential Skills/Nice to Haves)

• Experience supporting high-volume customer care, contact centers, or case management workflows.

• Hands-on experience with Salesforce, specifically Service Cloud.

• Familiarity with enterprise contact center platforms.

• Exposure to AI or LLM-based systems in production, including testing, monitoring, and evaluation frameworks.

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy We strive to provide