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

Title

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

No. of Positions

1

Type of Hire

Contract

Work Authorization

Any

Work Hours

Must work in the PST Time Zone (This is a non-negotiable)  Prefer someone who is currently working in the PST time zone. 

Job Summary

We are looking for a CCaaS Systems Analyst with NICE platform experience to support the modernization of our Contact Center Platform. This person will work with business and technology teams to gather requirements, understand system needs, support integrations, troubleshoot issues, coordinate testing, manage defects, and ensure system changes and releases are delivered successfully.

Key Responsibilities

• Serve as an SME on the NICE Contact Center platform, including 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.