Job#: 3038293 Job Description: BA/PO (Nice WFM)
Location: San Antonio, Texas (4 days onsite, 1day remote)
Role Overview
We are seeking a Product Owner / Business Analyst to support enhancements within the NICE platform, with a focus on performance management, coaching tools, and contact center operations. This role will act as a bridge between business stakeholders and technical teams, helping translate operational needs into system improvements that enhance agent performance, quality metrics, and overall contact center efficiency. The position involves managing multiple projects and orchestrating the results to achieve broader program goals.
Key Responsibilities
- Manage and prioritize the product backlog, ensuring work aligns with business value and operational needs.
- Gather and document business requirements, translating them into detailed user stories and acceptance criteria.
- Facilitate Agile ceremonies such as backlog refinement, sprint planning, and solution reviews.
- Partner with stakeholders, including Product Managers, Scrum Teams, and Architects, to define business outcomes and system enhancements.
- Support and enhance solutions within NICE Performance Management (NPM) or NICE WFM platforms.
- Collaborate with developers, QA teams, and vendors throughout the software development lifecycle.
- Coordinate testing activities, defect resolution, and production validation to ensure release readiness.
- Provide production support and issue triage as needed.
Required Qualifications
- 5+ years of experience in a role such as Product Owner, Business Analyst, or Systems Analyst.
- Experience working within Agile or SAFe environments.
- Demonstrated ability to gather and document business requirements, write user stories, and manage product backlogs.
- Experience with contact center technologies, specifically NICE Performance Management (NPM) or NICE WFM.
- Proficiency with Jira and the Microsoft Office Suite.
- Strong communication and facilitation skills, with the ability to work with both technical and non-technical stakeholders.
Preferred Qualifications
- Experience with the NICE CXone platform.
- Familiarity with workforce management concepts and contact center quality and coaching tools.
- Background in financial services or insurance industries.
- Experience supporting platform enhancements and system integrations.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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