TKey Responsibilities
• Gather, analyze, document, and validate business and functional requirements for NICE CXone implementations and enhancements.
• Work closely with business stakeholders, Product Owners, Contact Center Operations, Architects, Developers, QA, and Telephony teams.
• Lead requirement discovery sessions and translate business needs into detailed functional requirements and user stories.
• Support NICE CXone implementation, migration, and transformation projects.
• Analyze and document IVR call flows, ACD, skill-based routing, queues, routing strategies, and omnichannel workflows.
• Work with teams supporting Voice, Chat, Email, SMS, and Digital channels.
• Define and document integration requirements between CXone and external applications such as Salesforce, CRM, Service Desktop, and backend systems.
• Collaborate on API, real-time and batch integration requirements.
• Support SIT, UAT, regression testing, defect tracking, and production validation.
• Analyze contact center KPIs including AHT, SLA, FCR, CSAT, service level, abandonment rate, and agent performance.
• Support reporting and dashboard requirements for contact center operations.
• Work with technical teams to troubleshoot functional and integration issues.
• Create BRDs, FRDs, user stories, process flows, acceptance criteria, and other BA documentation.
• Participate in Agile ceremonies including sprint planning, refinement, demos, and retrospectives.
• Manage requirements and defects using tools such as Jira, Azure DevOps, or similar platforms.
• Identify opportunities for automation, analytics, and AI-enabled contact center capabilities.
Required Skills
• 7+ years of Business Analysis experience.
• 3+ years of experience working with NICE CXone / CXone platform.
• Strong understanding of Contact Center / CCaaS operations.
• Hands-on understanding of:
o NICE CXone
o ACD
o IVR
o Call flows
o Skill-based routing
o Omnichannel routing
o WFM
o Quality Management
o Contact Center reporting
• Strong experience with requirements gathering and stakeholder management.
• Experience with SIT/UAT and functional testing.
• Experience with APIs and application integrations.
• Strong knowledge of Agile/Scrum and SDLC.
• Experience with Jira, Azure DevOps, or similar tools.
• Excellent communication and documentation skills.
Preferred / Nice to Have
• NICE CXone certification.
• Experience with Salesforce or CRM integrations.
• Experience with AI/GenAI, conversational AI, or virtual-agent integrations.
• Experience with contact center migration/transformation programs.
• SQL and data-analysis experience.
• Experience with Power BI or other reporting/analytics tools.
Previous experience with Genesys, Avaya, Five9, or other CCaaS platforms.