Full-Time Technical Business Analyst

THE POSITION: As a Technical Business Analyst for the NICE CXone platform, you'll understand business needs, translate them into technical specs, and work closely with technical teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Business Requirements Gathering & Analysis: Collaborate with stakeholders to gather, define, and document detailed business requirements for contact center solutions using the NICE CXone platform. Analyze existing processes and systems (including Cisco platforms) to identify areas for improvement and optimize the contact center environment.
• System Configuration & Design Support: Support the CCaaS Configuration Specialist by defining system requirements, designing and optimizing call flows and IVR systems, and creating technical documentation and user stories.
• Migration & Integration Planning: Support the migration from existing platforms to NICE CXone, ensuring business requirements are met. Assist in integrating NICE CXone with Salesforce CRM.
• Stakeholder Communication & Collaboration: Serve as a liaison between business users, technical teams, and vendors, ensuring requirements are understood and met. Facilitate communication for alignment on objectives, timelines, and deliverables.
• Testing & Quality Assurance: Assist in creating test plans, supporting testing efforts, and troubleshooting issues during testing and production implementation.
• Documentation & Reporting: Document business requirements, system designs, and project artifacts; create reports and dashboards.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Bachelor's degree in business, IT, or a related field.
• Minimum 3-5 years of Business Analyst experience, focusing on contact center solutions.
• Minimum 2-3 years of NICE CXone or similar platform experience.
• Minimum 1-2 years of Salesforce CRM integration experience.
• Proven experience in process mapping, business analysis, and requirements documentation.
• Strong understanding of contact center operations, ACD, IVR systems, and reporting tools.
• Experience with system integration processes and best practices, especially with APIs and data flows.
• Ability to translate business requirements into technical specifications and communicate technical concepts to non-technical stakeholders.
• Tools & Platforms Experience: NICE CXone Platform, Salesforce CRM

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