[Hiring] CCaaS Systems Analyst @American IT Systems

Role 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.

Qualifications

• Strong knowledge of the NICE Contact Center platform, including features, integrations, and system functionality.
• Excellent Communication Skills.
• Experience supporting business applications and technology systems, preferably in banking or credit unions.
• Ability to turn business needs into technical requirements, user stories, and documentation.
• Understanding of system integrations, APIs, data flows, and how systems connect.
• Experience with system testing, UAT, fixing issues, and supporting system releases.
• Experience using Azure DevOps to manage requirements, tasks, and defects.
• Understanding of Agile, Scrum, and the software development process.
• Experience building a custom Agent Desktop using the NICE platform or SDK.
• Experience with multiple Contact Center platforms such as NICE, Genesys, or Five9.
• Experience using AI tools to help create requirements and technical solutions.