CCaaS Systems Analyst

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.