CCaaS with NICE SME

Newlineinfo Corp - IT Services and IT Consulting; Frisco (TX); Presencial; USD 85 000 - 110 000; Tempo integral

Resumo da oferta

Newlineinfo Corp - IT Services and IT Consulting in Frisco, TX seeks a CCaaS Systems Analyst with NICE platform experience to modernize our Contact Center Platform. You will serve as an SME on the NICE platform, including functionality and integrations, and help design a user-friendly agent desktop.

You will translate business needs into technical requirements and user stories, collaborate with business and technical teams to evaluate solutions, review data flows, and support Agile delivery from

Qualificações

• Experience as a CCaaS Systems Analyst or similar role.
• Hands-on NICE platform experience including integrations.
• Ability to translate business needs into technical requirements and user stories.
• Strong collaboration with business and technical teams to evaluate solutions.

Responsabilidades

• Serve as SME on NICE Contact Center platform, including functionality and integrations.
• Support design and development of a custom agent desktop for end users.
• Review system requirements, 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.

Conhecimentos

NICE platform

Descrição da oferta de emprego

• CCaaS Systems Analyst with NICE platform experience to support the modernization of our Contact Center Platform.
• 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.