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CCaaS Systems Analyst

SN Cloud Solutions

Remote • Today

Easy Apply

Contract

55 - 60

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

Cloudious

Remote • Today

Easy Apply

Contract

Depends on Experience

CCaaS Analyst

A.O. Smith

Nashville, Tennessee • Today

Full-time

Business Systems Analyst

Exl Neo Technologies

No location provided • Today

Easy Apply

Full-time, Part-time, Contract, Third Party

Job Details

Skills

IVR
ACD
call routing
agent workflows

Summary

Job Summary

We are seeking an experienced CCaaS Systems Analyst with hands-on experience in the NICE Contact Center platform to support contact center modernization initiatives. The candidate will collaborate with business stakeholders, developers, architects, and testing teams to gather requirements, document technical specifications, support integrations, troubleshoot issues, coordinate testing, and deliver successful system enhancements and releases.

Key Responsibilities

Serve as a subject matter expert (SME) on the NICE Contact Center platform, including its functionality, configuration, and integrations.
Gather business requirements and translate them into technical specifications, user stories, and acceptance criteria.
Support the design and development of a customized, user-friendly contact center agent desktop.
Analyze system requirements, application integrations, data flows, and downstream impacts.
Collaborate with business stakeholders, developers, solution architects, and QA teams.
Support Agile delivery activities, including sprint planning, backlog refinement, and implementation.
Troubleshoot platform, integration, data, and agent desktop issues.
Coordinate system integration testing (SIT), user acceptance testing (UAT), and defect resolution.
Maintain technical documentation, process flows, requirements traceability, and system configuration details.
Support production releases, system upgrades, enhancements, and post-deployment validation.
Ensure system changes align with business requirements and contact center operational needs.

Required Technical Skills

Hands-on experience with the NICE Contact Center platform.
Knowledge of Contact Center as a Service (CCaaS) solutions.
Business requirements gathering and systems analysis.
User stories, acceptance criteria, and functional specifications.
Agent desktop customization and workflow analysis.
System integrations, APIs, data mapping, and data flows.
Agile/Scrum methodologies and Jira or similar tools.
System testing, UAT, defect tracking, and troubleshooting.
Technical documentation and process mapping.
Strong communication and stakeholder management skills.

Preferred Skills

Experience with NICE CXone or other relevant NICE contact center products.
Knowledge of IVR, ACD, call routing, agent workflows, and omnichannel communications.
Experience integrating CRM platforms such as Salesforce or Microsoft Dynamics.
Familiarity with REST APIs, JSON, and web services.
Experience supporting contact center modernization or migration projects.
Knowledge of production support, release management, and incident resolution.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91141690
Position Id: 9132844
Posted 3 hours ago

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Contact the job poster

Jay Kumar

Recruiter @ SN Cloud Solutions

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Remote

•

Today

CCaaS (Contact Center as a Service) with (NICE) System Analyst (SME Level) Remote Long Term Contract 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. Serve as an

Easy Apply

Contract

Depends on Experience

NiCE IVR Telephony Engineer

Remote or Armonk, New York

•

Today

RESPONSIBILITIES: Kforce has a client that is seeking a NiCE IVR Telephony Engineer in Armonk, NY. Summary: We are seeking an experienced integration consultant to support the migration of a large contact center team from a legacy CTI connector to the modern NiCE CXone Salesforce Agent (CXone Agent Embedded), and to configure the CXone Agent Assist Hub for AI-powered call transcription and auto-summary within Salesforce Service Cloud. This is a hands-on configuration and implementation role wit

Contract

$70 - $90 hourly

Contact Center - Principal Solution Architect

Remote

•

3d ago

Job Title: Senior / Principal Solution Architect Contact Center Duration: Long term Location: Remote Primary Skills: NICE CXone, Amazon Connect (AWS), Siera Role Overview We are looking for an experienced End-to-End Contact Center Solution Architect with deep expertise in NICE CXone, Siera and Amazon Connect to lead enterprise contact center transformation initiatives. The architect will be responsible for solution discovery, architecture, design, integration, implementation, migration, and d

Easy Apply

Contract, Third Party

Depends on Experience

Principal Solution Architect – Contact Center

Remote

•

8d ago

Univedge Consulting is hiring for one of our direct clients - a global technology consulting leader based in the US. Immediate interviews for the below position. Share your updated resume to apply. Job Title: Senior / Principal Solution Architect Contact Center Duration: Long term Location: Remote Primary Skills: NICE CXone, Amazon Connect (AWS), Siera Role Overview - We are looking for an experienced End-to-End Contact Center Solution Architect with deep expertise in NICE CXone, Siera and Amaz

Easy Apply

Contract

70 - 80