CCaaS with Nice System Analyst (SME Level)

Emergere Technologies LLC.; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

Emergere Technologies LLC. seeks a CCaaS Systems Analyst with NICE platform experience to support the modernization of our contact center.

You will work with business and technology teams to gather requirements, understand system needs, and support integrations across the platform. You will troubleshoot issues, coordinate testing, manage defects, and ensure system changes and releases are delivered on time.

Qualifications

• Gather requirements and translate them into technical user stories.
• Support integrations and data flows across the NICE platform.
• Troubleshoot issues and coordinate testing and defect management.
• Ensure changes and releases are delivered successfully.

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.

Skills

NICE platform experience

CCaaS systems

Job description

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.