Full-Time Technical Business Analyst

THE POSITION: As a Technical Business Analyst for the NICE CXone platform, you will understand business needs, translate them into technical specifications, and work closely with technical teams to deliver solutions.

This role involves migrating from Cisco platforms to NICE CXone, and integrating with Salesforce CRM.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Business Requirements Gathering & Analysis: Collaborate with stakeholders to gather, define, and document business requirements for contact center solutions using NICE CXone. Analyze existing processes, workflows, and systems (including Cisco platforms) to identify areas for improvement.
2. System Configuration & Design Support: Provide support to the CCaaS Configuration Specialist. Assist with defining system requirements, designing and optimizing call flows, IVR systems, and creating technical documentation and user stories.
3. Migration & Integration Planning: Support the migration process, ensuring business requirements are met during transition and integration with Salesforce CRM. Help identify and address potential risks, gaps, and issues.
4. Stakeholder Communication & Collaboration: Serve as a liaison between business users, technical teams, and vendors. Facilitate communication and ensure alignment on objectives, timelines, and deliverables.
5. Testing & Quality Assurance: Assist in creating test plans, supporting testing efforts, and collaborating with QA teams. Troubleshoot issues during testing and production implementation.
6. Documentation & Reporting: Document business requirements, system designs, and project artifacts. Create reports and dashboards for stakeholders.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Bachelor's degree in a related field.
• Minimum 3-5 years of experience as a Business Analyst, focusing on contact center solutions.
• Minimum 2-3 years of experience with NICE CXone or similar cloud-based contact center platforms.
• Minimum 1-2 years of experience integrating Salesforce CRM with contact center platforms.
• Strong understanding of contact center operations (ACD, IVR, call flows, reporting).
• Experience with system integration processes, APIs, and data flows.
• Ability to translate business requirements into technical specifications, design call routing, IVR, and reporting solutions.
• Familiarity with cloud technologies, CCaaS solutions, and cloud migration practices.
• Strong communication skills to non-technical stakeholders.

Tools & Platforms Experience:

• NICE CXone Platform (required)
• Salesforce CRM (integration experience required)

What is the last date for applying to the job?

Which countries are accepted for this remote job?