Nice CXOne Business Analyst

Others - Canada

Monthly Salary: Not Disclosed

Posted on: 4 hours ago

Vacancies: 1 Vacancy

Department:

Engineering

Job Summary

The CXOne Business Analyst is responsible for gathering analyzing and translating business requirements into functional solutions within the NICE CXOne platform. This role works closely with stakeholders operations teams IT and CXone developers/administrators to enhance contact center performance optimize workflows and support digital transformation initiatives.

Responsibilities

Engage with contact center stakeholders to gather analyze and document business and technical requirements translating operational challenges into scalable solutions within NICE CXone
Configure and support CXone modules including ACD IVR call flows omnichannel routing (voice chat email SMS) Workforce Management (WFM) and Quality Management
Design and optimize routing strategies skill-based distribution call flows and SLA logic to improve operational efficiency
Support end-to-end implementation lifecycle including solution design configuration guidance SIT UAT and go-live support
Validate routing logic reporting accuracy integrations and overall system performance
Monitor and analyze contact center KPIs such as AHT SLA FCR and CSAT to drive performance improvements
Provide actionable insights and recommend process and system enhancements aligned with business goals
Collaborate with technical teams on APIs integrations enhancements and production issue troubleshooting to ensure platform stability

Qualifications :

Bachelors degree in Computer Science Information Technology Engineering or related technical field
7 years of overall professional experience
Minimum 45 years of experience in contact center technologies
Minimum 23 years of hands-on experience with NICE CXone
Strong understanding of contact center operations KPIs and routing logic
Proven experience configuring ACD IVR and omnichannel solutions
Experience supporting implementation migration or transformation projects
Strong analytical skills; proficiency in Excel and working knowledge of SQL preferred
Understanding of APIs integrations and system architecture
NICE CXone certification is a plus.

Nice to Have

NICE CXone certifications
Experience with CRM platforms (e.g. Salesforce Microsoft Dynamics 365)
Knowledge of reporting tools and data visualization platforms
Agile/Scrum experience

We offer:

Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package including health insurance language courses and a relocation program.
Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
Growth Mindset: reap the benefits of a range of professional development opportunities including certification programs mentorship and talent investment programs internal mobility and internship opportunities.
Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
Welcoming Multicultural Environment: be a part of a dynamic global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
Social Sustainability Values: join our sustainable business practices focused on five pillars including IT education community empowerment fair operating practices environmental sustainability and gender equality.

Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race color religion sex national origin age disability veteran status sexual orientation gender identity or any other protected status under applicable law.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Full-time

Responsibilities

Engage with contact center stakeholders to gather analyze and document business and technical requirements translating operational challenges into scalable solutions within NICE CXone
Configure and support CXone modules including ACD IVR call flows omnichannel routing (voice chat email SMS) Workforce Management (WFM) and Quality Management
Design and optimize routing strategies skill-based distribution call flows and SLA logic to improve operational efficiency
Support end-to-end implementation lifecycle including solution design configuration guidance SIT UAT and go-live support
Validate routing logic reporting accuracy integrations and overall system performance
Monitor and analyze contact center KPIs such as AHT SLA FCR and CSAT to drive performance improvements
Provide actionable insights and recommend process and system enhancements aligned with business goals
Collaborate with technical teams on APIs integrations enhancements and production issue troubleshooting to ensure platform stability

Qualifications :

Bachelors degree in Computer Science Information Technology Engineering or related technical field
7 years of overall professional experience
Minimum 45 years of experience in contact center technologies
Minimum 23 years of hands-on experience with NICE CXone
Strong understanding of contact center operations KPIs and routing logic
Proven experience configuring ACD IVR and omnichannel solutions
Experience supporting implementation migration or transformation projects
Strong analytical skills; proficiency in Excel and working knowledge of SQL preferred
Understanding of APIs integrations and system architecture
NICE CXone certification is a plus.

Nice to Have

NICE CXone certifications
Experience with CRM platforms (e.g. Salesforce Microsoft Dynamics 365)
Knowledge of reporting tools and data visualization platforms
Agile/Scrum experience

We offer:

Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package including health insurance language courses and a relocation program.
Work From Anywhere Culture: make the most of the flexibility that comes with remote work.
Growth Mindset: reap the benefits of a range of professional development opportunities including certification programs mentorship and talent investment programs internal mobility and internship opportunities.
Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
Welcoming Multicultural Environment: be a part of a dynamic global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
Social Sustainability Values: join our sustainable business practices focused on five pillars including IT education community empowerment fair operating practices environmental sustainability and gender equality.

Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race color religion sex national origin age disability veteran status sexual orientation gender identity or any other protected status under applicable law.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Full-time

Key Skills

SQL
Agile
Business Analysis
Visio
Waterfall
Business Process Modeling
Requirements Gathering
User Acceptance Testing
Business requirements
SDLC
Systems Analysis
Data Analysis Skills

Apply Now

About Company

Miratech

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small player ... View more

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