CCaaS (Contact Center as a Service) with (NICE) System Analyst (SME Level)

Cloudious•San Jose, CA

About The Position

The CCaaS Systems Analyst will support modernization of the organization’s contact center platform. The role works with business and technology teams to gather requirements, understand system needs, support integrations, troubleshoot issues, coordinate testing, manage defects, and help deliver system changes and releases successfully. The analyst serves as a subject matter expert on the NICE Contact Center platform, including its functionality and integrations, and supports the design and development of a custom, user-friendly agent desktop. The position supports Agile delivery, system enhancements, and production releases. The analyst translates business needs into technical requirements and user stories, reviews system requirements and data flows, supports system testing and UAT, resolves system and integration issues, and maintains technical documentation and process flows. Work must be performed in the PST time zone; the posting prefers candidates already working in that time zone.

Requirements

Strong knowledge of the NICE Contact Center platform, including its features, integrations, and system functionality.
Experience as a CCaaS Systems Analyst working on a NICE platform implementation, buildout, or platform development.
Excellent communication skills.
Experience supporting business applications and technology systems; banking or credit union experience is preferred.
Ability to translate business needs into technical requirements, user stories, and documentation.
Understanding of system integrations, APIs, data flows, and how systems connect.
Experience with system testing, UAT, issue resolution, and system releases.
Experience using Azure DevOps to manage requirements, tasks, and defects.
Understanding of Agile, Scrum, and the software development process.
Must be able to work in the PST time zone.

Nice To Haves

Experience supporting business applications in banking or credit unions.
Experience building a custom agent desktop using the NICE platform or SDK.
Experience with multiple contact center platforms such as NICE, Genesys, or Five9.
Experience using AI tools to help create requirements and technical solutions.
Currently working in the PST time zone.

Responsibilities

Serve as a subject matter expert on the NICE Contact Center platform, including its functionality and integrations.
Support the design and development of a custom, user-friendly agent desktop.
Translate business needs into technical requirements and user stories.
Partner with business and technical teams to evaluate solutions and resolve issues.
Review system requirements, integrations, data flows, and technical impacts.
Support Agile delivery, including sprint planning, testing, and implementation.
Troubleshoot system, integration, and data issues.
Support UAT and system testing to ensure solutions work as expected.
Maintain technical documentation and process flows.
Support ongoing system enhancements and production releases.
Manage requirements, tasks, and defects using Azure DevOps, as relevant to the role.