Location: Cincinnati, OH
Work Type: Onsite
Job Type: Contract
Job Summary
We are looking for an experienced Business Analyst with strong Life Insurance domain knowledge to support a Contact Center platform implementation. The ideal candidate will have experience working with Life Insurance business teams, gathering and analyzing requirements, defining integrations, and collaborating with architecture, development, testing, and business teams.
Experience with NICE CXone and Contact Center environments is highly preferred.
Primary Skills
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Business Analysis
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Life Insurance Domain
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NICE CXone
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Contact Center
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Requirements Gathering & Analysis
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Business Requirements Documentation
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Requirements Validation & Sign-off
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Business Process Analysis
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Stakeholder Management
Secondary Skills
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Salesforce Service Desktop
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AINext / AI-based Contact Center Solutions
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Telephony Integrations
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Application Integration
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Enterprise Architecture
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Requirements Discovery Workshops
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Scope Definition & Prioritization
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Platform Evaluation
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User Acceptance Testing (UAT)
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Test Planning & Validation
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Agile / SDLC Environment
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Individual & Group Life Insurance
Key Responsibilities
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Work with Life Insurance business teams, including Individual and Group Life Insurance, to gather, analyze, document, and validate business requirements.
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Support requirements for NICE CXone Contact Center platform implementation and obtain appropriate business approval and sign-off.
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Collaborate with business architecture, telephony, and external application teams to identify and define integration requirements.
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Work with systems involving Salesforce Service Desktop and related Contact Center applications.
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Facilitate requirements discovery sessions to identify new capabilities and improvements beyond the existing Contact Center platform.
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Assess business value, define scope, prioritize enhancements, and evaluate platform fit and functionality.
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Collaborate with Architecture teams to ensure requirements align with enterprise architecture standards and existing applications.
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Work closely with Development teams to clarify functional and business requirements.
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Partner with Testing and Business teams to identify appropriate testing requirements and support successful validation of implemented functionality.
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Participate in testing and validation activities throughout different phases of the implementation.
Required Qualifications
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Strong experience as a Business Analyst in the Life Insurance domain.
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Experience working with Individual and/or Group Life Insurance business processes.
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Contact Center experience is strongly preferred.
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Experience with requirements gathering, analysis, documentation, and validation.
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Experience working with multiple business and technical stakeholders.
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Strong communication, analytical, problem-solving, and documentation skills.
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Ability to work effectively with Architecture, Development, Testing, and Business teams.
Preferred Qualifications
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Experience with NICE CXone or similar Contact Center platforms.
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Prior experience with AINext is a plus.
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Experience with Salesforce Service Desktop.
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Experience with Contact Center telephony and application integrations.
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Experience supporting enterprise-scale platform implementations.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
We are committed to providing reasonable accommodations to qualified applicants with disabilities and for sincerely held religious beliefs, as required by applicable law. Applicants who require a reasonable accommodation during the hiring process may request assistance.
Employment may be contingent upon the successful completion of job-related pre-employment screening, which may include background and reference checks and, where permitted by applicable law and applicable to the position, drug testing. All such screening will be conducted in accordance with applicable federal, state, and local laws.
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